HEAD OF CLIENT SERVICE CENTRE
The Head of Client Service Centre leads mecwacare's client acquisition, intake, and assessment functions, reporting to the Executive Director, Client Experience and Growth. As the senior leader of mecwacare's single front door, you will drive client growth strategies, deliver seamless onboarding experiences, oversee triage and assessment functions, and build a high‐performing team that brings the mecwacare story to life for every person who reaches out to us.
Key Responsibilities
* Provide strategic leadership of the Client Service Centre, ensuring alignment with organisational objectives and the broader client experience strategy.
* Drive client growth initiatives in partnership with operations, developing go‐to‐market strategies, building business cases, and identifying partnerships across the aged care sector.
* Lead the new client intake and acquisition contact centre, ensuring a seamless journey from first inquiry through to onboarding and handover to frontline teams.
* Oversee initial and ongoing client assessments outside the single assessment centre, ensuring delivery on time and to the required standard, including management of urgent nursing triage.
* Monitor and report on acquisition, marketing, and growth performance metrics, providing clear insights and recommendations to the Executive Director.
* Coach and develop direct reports, embedding a culture of accountability, client‐first service, and continuous improvement.
Qualifications & Experience
Essential Requirements
* Proven senior leadership experience in customer service, contact centre, or client acquisition functions, with a strong track record of driving growth and stakeholder engagement.
* Clinical background in nursing or allied health, with a genuine commitment to improving outcomes for older people.
* Strategic thinker with the ability to translate organisational strategy into operational delivery, combined with strong financial and commercial acumen.
* Exceptional interpersonal, influencing, and communication skills, with demonstrated ability to prepare high‐quality reports and presentations for Boards and senior stakeholders.
Desirable
* Established networks across the aged care or health sector.
* Experience leading contact centre transformation, digital platform integration, or service model redesign initiatives.
Why work for us?
Be part of work that truly makes a meaningful difference. mecwacare is a leading not‐for‐profit organisation that has been supporting Victorians for more than 65 years. We are a values‐based, care‐driven organisation that provides residential, community and in‐home nursing, care and support services for the elderly and people living with a disability. mecwacare supports more than 20,000 people each week across greater Melbourne and regional Victoria. We are a rapidly growing organisation with a diverse workforce of more than 4,000 employees and 500 volunteers, representing 89 nationalities and speaking 100 languages. We strongly encourage applications from individuals of all ages, genders, abilities, cultural and linguistic backgrounds, as well as Aboriginal and Torres Strait Islanders.
What do we offer?
* Work Life Balance and Hybrid Flexible Working.
* Not‐for‐profit Salary Packaging benefit up to $15,900 and Meals Card up to $2,700.
* Employee Assistance Program alongside awards and recognition.
* Range of other benefits and discounts.
Application and Eligibility
All successful candidates must possess or be willing to undergo and pass a National Police Check and other relevant checks.
To apply: Please submit your application alongside a Cover letter addressing Position Description requirements. We do not accept applications via email.
Apply early! This role may close sooner than the listed closing date if we find the right candidate – so if interested, please apply early.
#J-18808-Ljbffr