Service Coordination Team Leader

HomeMade, Mable, Leap in and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us:
1. We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care 2. We believe in technology as an enabler 3. We're driven by helping customers attain better outcomes
This position is part of the HomeMade team. 
About HomeMade
HomeMade is an approved aged care provider dedicated to improving its customers' lives by empowering older people to self-manage their service providers with the assistance of our clinical and customer support teams.
Our transformative technology platform helps thousands of people retain choice and control by allowing them to create unique support plans that meet their specific needs and optimise their funds.
By working at HomeMade, you can play a crucial role in helping older people maintain their independence and live fulfilling lives in their own homes. You'll be joining a team that is passionate and dedicated to making a meaningful difference in the lives of others.
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About the role
As a Team Leader, Service Coordinator at HomeMade, you'll be at the heart of our customer experience, supporting and guiding our Service Coordinator team to deliver exceptional, high-quality service every day.
You'll act as the first point of escalation, providing hands-on guidance, real-time coaching, and support on complex coordination cases, helping your team thrive and grow.
In addition to leading and mentoring your team, you'll maintain your own portfolio of coordinators, modelling best practice in service coordination. This role is the bridge between day-to-day operations and management oversight, ensuring HomeMade customers receive timely, efficient, and compliant services, all while embodying our mission, vision, and values.

Key Responsibilities Team Support

• Act as the first point of escalation for Service Coordinators, supporting the resolution of complex customer or service partner issues.
• Provide day-to-day coaching and guidance to Service Coordinators to build confidence, capability, and consistency.
• Share knowledge and insights to ensure best practice in service coordination and customer engagement.
• Support the Service Coordinator Manager with resource allocation and workflow planning to meet customer needs.
• Contribute to team performance monitoring by identifying trends, service challenges, and training opportunities.

Customer Service Coordination

• Manage a team of service coordinators, supporting both new and existing ones with planning, coordinating, and adjusting services in line with assessed needs, support plans, and budgets.
• Partner with coordinators to educate and guide their clients on their funding, budget management, and contributions.
• Onboard and support service coordinators in using the HomeMade Customer Portal and service partner platforms.
• Build strong relationships with service provider partners to ensure smooth onboarding and service delivery for customers.
• Provide proactive and responsive support to coordinators through phone, email, and virtual meetings.

Quality & Compliance

• Ensure escalations and service coordination activities are managed in line with the Aged Care Act, Aged Care Quality Standards, and HomeMade policies.
• Assist with call monitoring, trend analysis, and feedback to improve quality and customer outcomes.
• Identify and escalate risks or issues impacting service delivery to the Service Coordinator Manager.
• Support continuous improvement initiatives and contribute to reviewing and refining processes.

Collaboration & Continuous Improvement

• Work in partnership with the wider HomeMade teams (Support Partner, Customer Support, Clinical, Quality, and Service Providers) to deliver an integrated customer experience.
• Contribute ideas and feedback to improve workflows, customer experience, and team efficiency.
• Participate in workshops, team meetings, and quality improvement activities.

Skills, Knowledge, and Experience

• Demonstrated experience in a team lead or mentoring role within service coordination, ideally in aged care, healthcare, or a related sector.
• Strong interpersonal and communication skills with the ability to coach and support team members, and build rapport across diverse stakeholders.
• Demonstrated ability to manage escalations with empathy, professionalism, and sound judgment, achieving timely and effective resolutions.
• Experience balancing leadership and operational responsibilities, supporting team members while managing an individual caseload.
• Strong organisational and time-management skills, with the ability to prioritise competing demands.
• Familiarity with digital tools and platforms supporting service coordination and customer self-management.
• Understanding of budget management, funding utilisation, and service delivery in aged care, ensuring services align with care plans and deliver value for customers.
• Continuous improvement mindset, with the ability to identify process gaps, share insights, and contribute to improving the coordinator and customer experience.
• Collaborative and team-oriented, fostering trust, open communication, and cross-functional problem-solving to achieve shared goals.
• Knowledge of the Aged Care Act and Aged Care Quality Standards (or ability to acquire quickly).

The values we live by
Put People First People and relationships matter most.
Foster Freedom Life should be lived in a way that makes sense for you, without unnecessary controls or external restrictions.
Do The Right Thing Be fair, honest, open, ethical, and transparent.
Be Bold With a vision to imagine and create a brighter future.
Our benefits
Power your career Learn from industry experts, experienced leaders, and on-the-job opportunities. 
Access parental leave Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation. 
Work with flexibility We're a hybrid workplace, balancing time in the office with remote work.
Flexi Leave Days Get one extra paid leave day per quarter for what makes you happy.
Take a floating public holiday Acknowledge a significant day your way with family and friends. 
Be rewarded Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program. 
We are one
As an organisation, we celebrate our diversity and welcome all people, regardless of their family responsibilities, ethnicity, faith, sexual orientation, or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply.
If this role has stood out to you but you don't feel like you 'tick all the boxes,' we strongly encourage you to apply nonetheless. We value diversity in experience, and you might just bring something we are looking for to our organisation
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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