About the Role
Caring Care is seeking an experienced and passionate Customer Care Manager to join our leadership team in the Mid-North Coast. This full-time role is perfect for someone who thrives on people management, compliance excellence, and delivering customer service in a truly person-centred way.
You'll be responsible for leading our experience officers and support workers, ensuring every participant receives the highest standard of care and support while maintaining compliance and service quality across all touchpoints.
What You'll Be Doing
* Lead, coach, and develop a team of Experience Officers (Key Workers) to deliver exceptional participant care.
* Oversee customer service delivery and ensure all operations meet NDIS and company compliance standards.
* Conduct regular team meetings and one-on-one coaching sessions to build performance and culture.
* Meet with participants and families to resolve issues, strengthen relationships, and ensure satisfaction.
* Analyse service data to identify trends, risks, and opportunities for improvement.
* Collaborate with the leadership team to align customer experience goals with business growth.
* Drive accountability, continuous improvement, and service excellence across the team.
* Creating processes that make high-quality support achievable for our team of amazing support workers.
* Work with HR to hire the best fit support workers
* Fill in for support workers when needed - this keeps us grounded to our cause and able to see what our support workers need
What We're Looking For
* 3+ years experience in customer service management, ideally in disability, aged-care, or community services.
* Strong leadership and people management skills – able to inspire, direct, and develop others.
* Solid understanding of service delivery compliance and participant-focused care.
* Excellent problem-solving, communication, and decision-making skills.
* Data-driven mindset with the ability to track performance and outcomes.
* Passion for delivering exceptional customer experiences and a genuine care for people.
What We Offer
At Caring Care, you'll be part of a workplace that's fast, dynamic, and full of heart.
* Competitive salary package
* Hybrid work flexibility
* Ongoing training and leadership development
* Supportive, fun, and high-performance culture
About Us
Caring Care is a leading NDIS and community support provider based in Taree. We're committed to supporting people to live a thriving life. Our success is driven by our values: growth, intention and dignity.
If you're an energetic, motivated leader who's ready to make a real impact — we want you on our team.
*If you have read this entire description, please mention your favourite food in interview :)