Team Leader Client Experience

Job Task Analysis - AccessCare Leadership

• Work in a supportive, values-driven team that champions growth, wellbeing, and collaboration, helping you thrive both personally and professionally
• Full time permanent opportunity
• Band 7 $110,488 - $123,778 per annum (dependent on experience) plus superannuation
• Location:  Mentone

About the team

AccessCare supports older people, people with disabilities, and those with complex needs to live safely and independently at home. Funded by the Commonwealth and Victorian governments, AccessCare provides community care, case management, and support programs across the municipalities of Kingston, Bayside, Glen Eira, Stonnington, and Port Phillip. AccessCare is committed to setting the benchmark for quality and innovation in community care.

About this opportunity

We are seeking a dynamic and experienced Team Leader Client Experience to oversee our dedicated intake and customer service teams. This pivotal role ensures consistent, high-quality onboarding of new consumers, while driving a culture of empowerment, wellness, and consumer choice.

As part of the Leadership Team, you'll play a critical role in implementing strategic initiatives, enhancing client experiences, and adapting to sector reforms in aged and disability care.

What you'll deliver

• Manage and inspire the Client Experience Team, supporting Intake Care Partners, Access Officers, and Customer Service Officers.
• Oversee smooth, responsive onboarding and ensure compliance with funding, eligibility, and quality standards
• Develop and monitor KPIs, ensuring continual improvement and alignment with organisational goals
• Collaborate across teams to identify service improvements and contribute to business growth
• Assess service data, report on trends, and support strategic planning and marketing initiatives
• Represent AccessCare in forums and stakeholder groups to promote service excellence and innovation

What You'll Bring

• Tertiary qualifications in Allied Health or Behavioural Sciences
• Proven leadership experience within aged care, disability, or community services
• Strong understanding of customer service operations and compliance frameworks
• Exceptional communication, critical thinking, and problem-solving skills
• Ability to drive and motivate staff through change, ensuring quality outcomes
• Familiarity with Carelink+ or similar client management systems is desirable
• Commitment to supporting AccessCare's vision of empowering people to live well and independently at home

The right candidate will be able to demonstrate the City of Kingston's values of

We make a difference ǀ We show care and respect ǀ We take pride in our work ǀ We are better together

Don't meet every single requirement for this role? At Kingston Council, we recognise that different experiences make for great community outcomes. If you are excited about this role, but your experience doesn't perfectly align to the criteria we encourage you to submit your application.

How to Apply

If you are interested in this opportunity, please submit your resume and a cover letter outlining your experience and how it relates to the role. To apply, please click the 'Apply' button.

All applications must be submitted online through our careers portal.  Please note that we do not accept applications or inquiries from recruitment agencies

We look forward to hearing from you

For any inquiries about the position, please contact Esma Keskic, Head of Client and Community Support at

To be considered for this role, applicants must have the legal right to work in Australia.

For any reasonable adjustments or access needs during the application or interview process, please contact the Hiring Manager or email us at

About Kingston

Kingston Council's collective focus is on delivering exceptional service that achieves our vision and meets community expectations.

We are an inclusive, resilient community with a thriving economy, where we all share a safe, sustainable environment. The City of Kingston is south-east of Melbourne and is approximately 20km from Melbourne's CBD. We employ over 1,600 people in a diverse range of roles including engineering, customer service, administration, finance, family, youth and children's services, sport and recreation, health, parks and gardens, planning, arts and management.

Why you'll love working for us?

At Kingston Council, we believe in fostering an inclusive workplace where everyone feels valued. We support diversity and encourage applications from persons of all backgrounds. Here are some reasons why you might love working with us:

• Flexible Work Options
• Yearly annual leave loading payment of 17.5% of base salary (excludes casual staff, sessional staff and Senior Officers)
• Learning and development opportunities through professional development programs
• Access to accrued day off every four weeks (Full time employees only)
• Salary Packaging
• Purchase leave options
• Career development opportunities,
• Study/development assistance
• Discounted gym memberships
• 16 weeks paid parental leave for both primary and partner carers
• Employee Assistance Programs (EAP)
• Social club events
• Close to Public transport
• Free Onsite parking

For further information visit our website Join our team - City of Kingston

Kingston City Council is an equal opportunity employer, committed to reconciliation and being a child safe organisation.

We are dedicated to attracting, retaining, and developing people of all genders, ethnicities, sexual orientations, abilities, and ages.

Applications are encouraged from all sectors of the community, and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community. We support adjustments throughout the recruitment and selection process, as well as during employment.