Client Experience Manager - Melbourne West & Ballarat
Build something trusted. Lead a team that makes a difference.
About Us
At Nextt, we support people with disability to live safe, meaningful lives in their communities. We're a national NDIS provider, with services designed around inclusion, quality, and strong frontline practice.
Our work is grounded in everyday relationships - between clients, families, and the people who support them - and we invest in leaders who know how to keep services running well while keeping people at the center.
We're strengthening our presence in Ballarat and we're looking for a strong leader to help us build a service that clients, families, and support worker's trust. This is a key role in shaping how we deliver support locally, creating consistency, building capability, and leading a team that delivers real outcomes.
Why This Role?
This is more than just a management role - it's your chance to build something meaningful.
* Lead and shape services across Ballarat and Melbourne's West
* Play a key role in strengthening our presence in Ballarat
* Build trust, consistency, and strong team culture
* Have the autonomy to make decisions, backed by experienced internal teams
You'll Be Backed By Experienced Internal Teams Across
* Scheduling
* Quality & Safeguards
* Learning & Development
* Systems & Support
About The Role
You'll lead a portfolio of clients across Ballarat and surrounding areas, with additional oversight across Melbourne's West.
Your Focus Will Be To
* Build and stabilise reliable, high-performing support teams
* Lead day-to-day service delivery with clarity and consistency
* Ensure supports are safe, person-centred, and outcome-focused
* Strengthen relationships with families, support coordinators, and stakeholders
* Drive real client outcomes and quality of life in the community
* This is a hands‐on leadership role - balancing people, performance, and purpose.
What You'll Be Doing
* Lead, coach, and support Disability Support Workers
* Build strong team culture, capability, and accountability
* Oversee Supported Independent Living (SIL) and community services
* Manage client needs, risks, incidents, and service delivery
* Support hospital‐to‐community transitions where needed
* Identify challenges and take action to improve services
What You'll Bring
* Experience in disability, community services, or similar leadership roles
* Strong understanding of the NDIS and SIL services
* Confidence leading teams and making decisions
* Ability to navigate complexity and stay solutions‐focused
* A calm, practical, and people‐first leadership style
Experience in nursing, mental health, or allied health is a bonus - not essential.
What We Offer
* A role with real impact in people's lives
* Autonomy and trust in your leadership
* Support from internal teams (Scheduling, Quality, L&D, Systems)
* A values‐led, supportive culture
* Opportunities to grow within a national organisation
* Hybrid flexibility
Location & Travel
* Ballarat‐based candidates are strongly encouraged to apply
* Open to candidates in Melbourne's West willing to travel
* Regular travel required across regions in both Ballarat and West
We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disability, people from culturally diverse backgrounds, and members of the LGBTQIA+ community.
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