National Client Services Manager
Core
Lead national client services operations for disability support, ensuring safe, high-quality delivery of Community and Supported Independent Living (SIL) services.
Role type
Senior operational leader (National Client Services Manager)
Builds
National rostering, service coordination, and continuity of care for people with complex needs
Domain
Disability support / Community care
Required skills
National team leadership, rostering and service coordination, client onboarding and continuity of care, after-hours and on-call oversight, risk and adverse event management, NDIS compliance, workforce planning and performance management, stakeholder engagement
Preferred skills
Experience in complex care delivery, solving high-impact operational issues, managing complaints and escalations
Technologies
NDIS framework, rostering systems
Responsibilities
Lead and develop a national client services and rostering team; oversee rostering, service coordination, and continuity of care; manage client onboarding and risk-aware transitions; own after-hours and on-call operations; manage risk, adverse events, and operational issues; ensure compliance with NDIS, industrial, and governance requirements; drive workforce planning, performance, and continuous improvement; provide operational and performance reporting to leadership; manage client complaints and complex stakeholder matters; lead performance management and coaching of Client Managers and operational teams; drive service delivery outcomes across Community and SIL programs nationally
Seniority
Senior, hands-on IC