Client Engagement Manager

Nonabel Disability Services; Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

Nonabel Disability Services seeks a Client Engagement Manager to strengthen relationships with participants, families, carers, and key stakeholders in Sydney. The role focuses on ensuring participants feel supported, valued, and heard throughout their journey with us.

The incumbent will drive trust, transparency, and satisfaction while supporting service growth and quality improvement, coordinating onboarding and ongoing engagement with multidisciplinary teams.

Qualifications

• Demonstrated experience in client engagement or relationship management within disability/health sectors.
• Exceptional interpersonal and communication skills with diverse communities.
• Strong understanding of NDIS operations and safeguarding principles.

Responsibilities

• Build and maintain strong relationships with participants and families/carers.
• Act as primary liaison for client engagement, feedback, and support.
• Ensure timely, clear, and empathetic communication that enhances participant experiences.
• Lead initiatives such as surveys and engagement sessions to measure client satisfaction.
• Oversee onboarding processes for new participants and ensure smooth transitions.
• Prepare data for reporting and inform service planning and quality improvement.

Skills

Communication skills

Interpersonal skills

Relationship management

NDIS knowledge

Stakeholder engagement

Conflict resolution

Multidisciplinary teamwork

Tools

Microsoft Office

Job description

The Client Engagement Manager is responsible for strengthening relationships and engagement with participants, families, carers, and key stakeholders at Nonabel Disability Services. This role ensures participants feel supported, valued, and heard throughout their journey with us. Acting as the primary point of contact, the Client Engagement Manager will drive trust, transparency, and satisfaction while also supporting service growth and quality improvement.

Key Responsibilities

Relationship Management

• Build and maintain strong, respectful, and ongoing relationships with participants and their families/carers.
• Act as the primary liaison for client engagement, feedback, and support.
• Ensure timely, clear, and empathetic communication that enhances participant experiences.
• Facilitate regular touchpoints with participants to proactively address needs and strengthen trust.

Business Development

• Identify and pursue business development opportunities aligned with the organisation’s mission and NDIS market demand.
• Develop and implement strategic initiatives to attract and retain participants.
• Represent the organisation at sector events, community forums, and industry groups to increase visibility and partnerships.
• Monitor and analyse competitor activity and industry trends to inform service innovation.

Stakeholder Engagement

• Build and maintain collaborative relationships with Support Coordinators, LACs, community organisations, and allied health providers.
• Develop engagement strategies to strengthen referral pathways.
• Represent Nonabel at community and networking events to promote awareness and

Service Satisfaction & Feedback

• Lead initiatives such as surveys, engagement sessions, and follow-up calls to measure and improve client satisfaction.
• Analyse feedback data to identify service gaps or improvement opportunities and recommend solutions.
• Report on satisfaction trends to inform service planning and quality improvement activities.

Onboarding & Transitions

• Oversee onboarding processes for new participants to ensure a smooth transition into services.
• Coordinate initial meetings, service agreement discussions, and introductions to
• Ensure service agreements and participant files are accurate, complete, and compliant.
• Respond promptly, professionally, and empathetically to participant concerns or complaints.
• Work collaboratively to find timely and effective solutions, ensuring accountability for follow-up actions.
• Maintain a documented register of complaints and resolutions in line with organisational policy.

Reporting & Documentation

• Maintain accurate and up-to-date records of engagement activities and communications.
• Provide the Operations Manager and CEO with regular reports highlighting trends, risks, and opportunities for service improvement.
• Prepare data for internal and external reporting as required by NDIS and regulatory

Key Selection Criteria

• Demonstrated experience in client engagement, community services, or relationship management roles within the disability, health, or social services sector.
• Exceptional interpersonal and communication skills, with the ability to build rapport and trust with diverse individuals and communities.
• Strong understanding of NDIS operations, Practice Standards, and the needs of people with disabilities and their families.
• Demonstrated ability to identify, develop, and deliver business development opportunities that align with organisational goals.
• Experience in conflict resolution, mediation, or complaint handling with a person-centred approach.
• Strong organisational skills with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Proficiency in Microsoft Office Suite and client management systems, with strong administrative and reporting skills.
• Ability to work independently and as part of a multidisciplinary team.
• Demonstrated commitment to confidentiality, ethics, and safeguarding principles.
• Previous experience in the disability, aged care, or health sectors.
• Lived experience or strong personal connection to disability and inclusion.
• Fluency in a language other than English.
• Knowledge of cultural safety principles and experience working with diverse communities.