Job Title:
Servicing Excellence Team Lead
About the Role:
The Servicing Excellence Team Lead will play a vital role in delivering timely, appropriate and person-centred support to Carers across SA.
As a leader, you will work closely with your Program Manager to guide a team responsible for coordinating and booking essential services, including respite, coaching, counselling and Carer Breaks.
You will oversee the delivery of high-quality outcomes and balance day-to-day operational needs with continuous improvement.
This includes ensuring data integrity within our CRM system and supporting system optimisation through reporting insights.
You will collaborate with service providers and internal teams to deliver efficient service packages that reflect the diverse needs of Carers.
In this fast-paced environment, your ability to monitor and respond to service gaps or workflow challenges will be crucial.
Key responsibilities include:
* Developing and maintaining up-to-date work instructions, procedures and training resources to support consistent practice.
* Supporting staff development through supervision, coaching and performance reviews.
* Contributing to strategic planning and the ongoing refinement of the Procurement and Service Coordination program.
This role sits within the Leadership Team and offers an opportunity to influence how systems and processes translate into real-world support for Carers.
About You:
To succeed in this role, you will require:
* Demonstrated experience leading or supervising a team in service delivery, administration or coordination.
* Excellent communication and interpersonal skills.
* Strong organisational and analytical ability, with a focus on data accuracy and process improvement.
* Knowledge of CRM systems (Lumary/Salesforce highly desirable).
* A commitment to person-centred, culturally safe and trauma-informed practice.
* An understanding of the challenges faced by Carers and the services available to support them.
Requirements:
To apply for this role, you must possess:
* Relevant qualifications or demonstrated experience in team leadership, administration or community services.
* A current DHS Working with Children Check.
* A National Police Check.
* Completion of (or willingness to undertake) Child Safe Environments training.
What We Offer:
We offer a collaborative and inclusive workplace with benefits including:
* Salary packaging up to $15,900 tax-free.
* Hybrid working arrangements.
* Ongoing professional development and training.
* Employee Assistance Program and wellbeing initiatives.
Join us and make a tangible difference in Carers' lives.