We are seeking an experienced and motivated Team Leader – Service Response to lead a high-performing frontline team.
Location: Preston – hybrid Full Time role
Aged and Disability Support | $100k-$109 p.a + Superannuation
This leadership role is responsible for overseeing service response operations, ensuring excellent customer experiences, maintaining compliance with aged care standards, and fostering a collaborative and positive team culture aligned with organisational values.
About the role
As Team Leader – Service Response, you will provide day-to-day leadership and operational management of the Service Response Team. You will play a key role in managing MAC referrals for CSHP, supporting staff development, monitoring service delivery performance, and driving continuous quality improvement initiatives.
You will work collaboratively across departments and with external stakeholders to ensure services are delivered efficiently, equitably, and in line with Commonwealth, State, and Council requirements.
Key Responsibilities
Lead, supervise and support Service Response Team staff to achieve high-quality client outcomes and exceptional customer service
Manage staff performance, recruitment, workforce planning, succession planning, and professional development
Foster a positive, collaborative and values-driven team culture
Coordinate staffing resources to maintain service continuity during planned and unplanned absences
Build and maintain strong internal and external stakeholder relationships
Escalate concerns, changes, and service issues to the Coordinator Home Support as required
Service Delivery
Manage incoming referrals through the My Aged Care (MAC) Portal efficiently and compliantly
Monitor enquiry responses, client service planning, reporting, and service delivery against program guidelines and KPIs
Support integrated service delivery and identify opportunities for service improvement across teams and departments
Collaborate with service leaders to strengthen consumer participation and engagement strategies
Quality, Compliance & Continuous Improvement
Ensure services comply with funding agreements, legislation, organisational policies, quality standards, and regulatory requirements
Promote Wellness and Reablement approaches and Age Friendly service principles
Manage complaints, feedback, risks, and service escalations appropriately
Support evidence-based decision-making and continuous improvement initiatives
Contribute to the review and development of service KPIs and operational processes
Data, Reporting & Evaluation
Prepare monthly, quarterly, and annual service reports
Monitor service demand and capacity to support effective workforce and service planning
Contribute to compliance reporting and evaluation activities
Support service improvement through accurate data collection and analysis
About You
Experienced people leader with strong understanding of the aged care sector and Commonwealth Home Support Program and a commitment to delivering person-centred services.
What you will bring to the role
* Demonstrated experience leading teams in community or human services settings
* Strong knowledge of the aged care sector, including the Aged Care Act and Commonwealth Home Support Program (CHSP)
* Experience in client intake, assessment, care planning, or service coordination
* Excellent communication, stakeholder engagement, and problem‐solving skills
* Proven ability to manage competing priorities in a dynamic environment
* Experience in quality improvement, compliance, and accreditation processes
* Strong analytical and reporting capabilities
* Customer Service focus
* Tertiary qualification in Human Services or a related discipline
* Local government or aged care sector experience
Why Join Us?
Opportunity to lead meaningful community-based services
Continue to develop your aged Care and Disability experience in a highly professional environment
For more information please call Lisa Williams on 9828 6565
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