Connecting Families is seeking a motivated and capable individual to join our Service Delivery team.
This role plays a key part in delivering high-quality customer experience and coordinating responsive, person-centred services across aged care and community programs.
About the Role
As a Customer Experience & Service Delivery Lead, you will support customers to achieve wellbeing, independence and positive daily experiences. The position includes a mix of customer-facing responsibilities and coordination tasks that ensure smooth day-to-day service delivery.
Depending on your experience, the role may also incorporate team guidance, operational workflow support and continuous improvement activities.
Key Responsibilities
Customer Experience & Support
* Deliver person-centred support that promotes customer independence and wellbeing
* Assist with daily living, community access and social engagement (where required)
* Develop, implement and review personalised care and wellbeing plans
* Maintain accurate documentation and customer records
* Build strong relationships with customers, families, carers and community networks
Service Delivery Coordination
* Coordinate daily support activities to ensure smooth, consistent service delivery
* Assist with rostering, allocations and scheduling
* Collaborate with internal teams across HR, Finance, Allocations, Risk, IT and WHS
* Support compliance, reporting and quality documentation requirements
Leadership Responsibilities
* Provide guidance, support and mentoring to frontline staff
* Assist with onboarding and developing new employees
* Act as a point of escalation for staff, customers and external stakeholders
* Contribute to continuous improvement initiatives, audits and service reviews
* Support operational planning, workforce coordination and service quality monitoring
Qualifications & Requirements
* Certificate III/IV in Aged Care, Community Services or a related human services field, or equivalent relevant experience
* Experience in aged care, disability, community services or a related support environment
* Strong communication and interpersonal skills
* Sound ability to manage competing priorities and work independently
* Demonstrated commitment to person-centred practice and customer wellbeing
* Comfortable using Microsoft Office and customer management systems
* NSW Driver's Licence
* Ability to meet probity requirements (NDIS Worker Check, National Criminal History Check, WWCC)
* Physical capacity to undertake customer support duties where required
* Experience in rostering, service coordination, team support or leadership