Client Engagement & Quality Team Lead

EmpowerAbility FNQ; Cairns Regional; On-site; AUD 70,000 - 90,000; Full time

Job summary

EmpowerAbility FNQ in Cairns, Australia, is seeking a Team Leader – Client Engagement & Quality. The role supports the Manager of Operations to ensure high standards of client care, onboarding, and compliance with NDIS and company policies, while aligning with each client's goals.

You will coordinate onboarding, monitor care plans and risk assessments, maintain documents, and support staff placements to meet complex needs.

Qualifications

• Cert III in Aged Care, Disability or related field is required.
• 2+ years in scheduling, rostering or coordination.
• Solid knowledge of NDIS standards, compliance and person-centred practices.
• Strong Microsoft Office skills; experience with CRM and workforce tools.
• Excellent communication and interpersonal skills with diverse stakeholders.
• Basic knowledge of human resources concepts.

Responsibilities

• Assist with onboarding new clients, obtain consent and gather required documents.
• Develop and present onboarding documentation including Care Plans, Risk Assessments and Service Agreements.
• Monitor client documentation for relevance, accuracy and compliance; flag discrepancies.
• Coordinate clients with internal teams and stakeholders to tailor supports.
• Maintain regular client contact and assist with reviews and satisfaction monitoring.
• Handle client feedback, complaints and service-related issues; support corrective actions.
• Collaborate with Scheduling & Staffing to align staff with client needs and complex supports.
• Support internal audits of client files to ensure NDIs and internal policies are met.

Skills

Scheduling

Coordination

Communication

Customer service

NDIS knowledge

Education

Cert III in Aged Care or Disability

Tools

Microsoft Office

CRM software

Workforce management tools

Job description

EmpowerAbility FNQ in Cairns, Australia, is seeking a Team Leader – Client Engagement & Quality. The role supports the Manager of Operations to ensure high standards of client care, onboarding, and compliance with NDIS and company policies, while aligning with each client's goals.

You will coordinate onboarding, monitor care plans and risk assessments, maintain documents, and support staff placements to meet complex needs.