Client Experience Manager – Melbourne South
For leaders who thrive in complexity and care deeply about getting it right.
Why This Role Matters
If you've worked in disability long enough, you know that complex services need more than policies — they need strong, visible leadership.
At Nextt, we support people with disability to live safe, meaningful lives in their communities. We work with people who have complex behavioural support needs, significant health requirements, and environments that don't always go to plan.
We're growing across Melbourne's South (Frankston, Clyde, Cranbourne) and we're looking for an experienced disability leader who knows how to step into complexity, stabilise services, support staff, and improve outcomes for the people we support.
About The Role
As Client Experience Manager, you'll lead a portfolio of clients with high and complex needs across SIL and community supports.
This is a hands‐on role — you'll be close to services, guiding teams through challenges, and setting the standard for safe, person‐centred support.
You'll be trusted to lead with judgement, compassion, and accountability.
What You'll Be Doing
* Leading services supporting people with behaviours of concern and complex presentations
* Supporting teams working with complex health needs (e.g. dysphagia, PEG feeding, high physical support)
* Coaching Disability Support Workers and Team Leaders through challenging situations
* Being closely involved in incidents, escalations, and risk management
* Working alongside Behaviour Support Practitioners, nurses, and allied health
* Building strong, respectful relationships with families and stakeholders
* Stepping in when services need stability, structure, or improvement
Who This Role Is For
* Experience leading disability services with behaviours of concern and high‐risk environments
* Strong understanding of Positive Behaviour Support and restrictive practice requirements
* Confidence supporting teams around complex health and clinical needs
* Calm, clear, and solutions‐focused approach under pressure
* Enjoyment of mentoring staff and strengthening team capability
* Solid understanding of the NDIS, SIL, and safeguarding responsibilities
* Backgrounds in nursing, mental health, allied health, or senior disability leadership are highly regarded.
What You'll Get
* A role where you can genuinely improve quality of life for people with complex needs
* Real autonomy — you're trusted to lead your portfolio
* Support from internal Quality, Scheduling, Recruitment, and L&D teams
* A values‐led organisation that understands disability work is challenging
* Career growth within a national provider
* Hybrid flexibility
Interested?
If this sounds like the kind of leadership role you've been looking for, we'd love to talk.
Confidential Enquiries
Christina Katopodis – Recruitment Partner
ckatopodis@nextt.com.au
Workplace diversity is highly valued at The Nextt Group, and we recognize a diverse workforce is beneficial for our employees and our clients. Here at The Nextt Group, we actively encourage and welcome candidates from culturally and linguistically diverse backgrounds, candidates with a disability, members of the LGBTQIA+ community, and First Nations and Torres Strait Islander candidates.
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