A market-leading mid-sized aged care provider is seeking an experienced operational leader to join the organisation as Head of Customer Service & Workforce.
This senior leadership role will oversee customer service delivery, workforce operations, scheduling and home support services across a large and complex community services environment.
The position plays a key role in driving customer experience outcomes, workforce capability, operational performance and continuous improvement initiatives, while leading a multidisciplinary leadership team through a period of growth and sector reform.
Key Responsibilities
* Lead customer service, workforce planning and scheduling functions
* Oversee community workforce operations including support workers and service delivery teams
* Drive customer experience outcomes and service quality initiatives
* Lead operational performance, KPI delivery and budget oversight
* Ensure compliance with Aged Care Quality Standards and relevant legislation
* Manage workforce capability, engagement and leadership development
* Drive continuous improvement, operational efficiencies and change initiatives
* Collaborate closely with executive leadership across Home Care and Retirement Living operations
The Ideal Candidate
* Senior leadership experience within aged care, home care, community services or healthcare
* Strong operational management and workforce planning capability
* Experience leading large multidisciplinary teams through change
* Strong financial, reporting and business performance experience
* Sound understanding of aged care legislation, compliance and funding models
* Customer-centric leadership style with strong stakeholder engagement capability
* Experience across scheduling, service delivery and workforce operations highly regarded
What’s on Offer
* $135k–$150k base salary + super & salary packaging
* Senior leadership opportunity within a growing sector
* Opportunity to influence operational strategy and customer experience outcomes
* Supportive executive leadership environment
* Career progression and long-term growth potential
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