Client Services Director

Be Recruitment Company; North Sydney Council; On-site; AUD 180,000 - 230,000; Full time

Job summary

Mary's House Services, based in North Sydney, seeks an experienced Client Services Director to lead all client-facing programs, including housing, refuges, intake and referral, casework and community programs. Reporting to the CEO, you will guide strategy, practice, and service quality across the organisation.

You will work with managers and frontline leaders to strengthen practice, build workforce capability, and ensure high-quality services while supporting growth and sustainability for women

Qualifications

• Senior leadership experience in client services environments.
• Extensive DV/ family violence sector experience.
• Tertiary qualification in social work, psychology, counselling, or related field.
• Experience leading multidisciplinary teams.
• Strong trauma-informed, client-centred practice.

Responsibilities

• Lead the strategic development and delivery of all client-facing programs and services.
• Maintain accountability for service quality, performance and client outcomes.
• Strengthen trauma-informed, strengths-based and client-centred practice through effective frameworks and quality systems.
• Provide senior guidance to managers on complex client and practice matters.
• Oversee client data, reporting, evaluation and impact measurement to inform decisions.
• Build workforce capability through leadership, supervision and development.
• Strengthen referral pathways and sector collaboration.
• Provide reporting and recommendations to CEO and Board.
• Contribute to funding opportunities and long-term sustainability.
• Represent Mary’s House across sector forums and partnerships.

Skills

Senior leadership

DV sector experience

Relevant qualifications

Multidisciplinary teams

Trauma-informed practice

Leadership guidance

Service models & quality

Data & evaluation

Governance & compliance

Not-for-profit sector

Strategy & improvement

Stakeholder engagement

Communication

Values alignment

Education

Tertiary qualifications in social work/psychology/counselling

Job description

Join a Growing Organisation at a Pivotal Stage

Mary's House Services provides quality services for women and children who have experienced domestic or family violence or abuse.

Established in 2016 as a not-for-profit, they innovate to provide support services in response to community needs. Primarily funded by the community, through refuges, casework services, community programs, and housing coordination, Mary's House offers trauma-informed support to women and their children while they navigate options before, during and after leaving an abusive relationship.

Entering an exciting period of growth, Mary's House is seeking an experienced Client Services Director for this newly created strategic leadership position. Based in North Sydney, close to the Metro Station, this is a rare opportunity to help shape the future of client services within a highly respected, purpose-led organisation.

About the role

Reporting to the CEO, the Client Services Director will provide organisation-wide leadership across all client-facing programs, including housing, refuges, intake and referral, casework and community programs.
You will work closely with managers and frontline leaders to strengthen practice, guide complex decision-making and translate organisational strategy into safe, responsive and high-quality services.

• Lead the strategic development and delivery of all client-facing programs and services
• Maintain accountability for service quality, performance and client outcomes
• Strengthen trauma-informed, strengths-based and client-centred practice through effective service frameworks, quality systems and continuous improvement
• Provide senior guidance to managers on complex or escalated client and practice matters
• Oversee client data, reporting, evaluation and impact measurement, using analysis and insights to strengthen service delivery and organisational decision-making
• Build workforce capability through effective leadership, reflective practice, professional development and appropriate supervision frameworks
• Strengthen referral pathways, partnerships and sector collaboration
• Provide meaningful reporting, analysis and recommendations to the CEO and Board
• Contribute to funding opportunities and Mary's House long-term sustainability
• Represent Mary's House across relevant sector forums, networks and partnerships

About you

You are an experienced, values-led client services leader who combines deep practice knowledge with the strategic capability to guide services through growth and change. Your leadership is collaborative, considered and grounded in an understanding of the needs of women and children experiencing domestic and family violence and abuse.

• Senior leadership experience across complex client service environments
• Extensive experience in domestic and family violence or a closely aligned sector
• Relevant tertiary qualifications in social work, psychology, counselling or a related discipline, or another relevant qualification supported by extensive client services leadership experience
• Experience leading multidisciplinary teams and developing workforce capability
• Strong knowledge of trauma-informed, client-centred and strengths-based practice
• The practice expertise and professional judgement to guide managers through complex client and service delivery matters
• Experience strengthening service models, practice frameworks, quality systems and processes
• Strong capability in client data, reporting, evaluation and impact measurement
• An understanding of governance, compliance and accountability within funded services
• Experience working within a not-for-profit or community-based organisation, or a strong understanding of the factors relevant to working within this environment.
• Experience contributing to organisational strategy, service development and continuous improvement
• Strong stakeholder engagement, partnership-building and sector representation skills
• Excellent written and verbal communication, leadership and influencing capability
• Strong alignment with the values, mission and purpose of Mary's House

Benefits of working at Mary's House Services

• Make a meaningful contribution to addressing domestic and family violence.
• Work with colleagues who champion gender equality, diversity and everyone's right to safety.
• Join a culture grounded in respect, empathy, kindness and client choice.
• Have your wellbeing prioritised, with individual supervision available to frontline workers.
• Receive fair pay, above-award leave benefits and salary packaging.

Aboriginal and Torres Strait Islander people are strongly encouraged to apply.

People who identify as part of the LGBTQIA+ community are strongly encouraged to apply.

If you have a disability and fulfil the essential skills and experience requirements, you are strongly encouraged to apply.

This position is open to women only. Mary's House considers being a woman to be a genuine occupational qualification for this position under section 31 of the Anti-Discrimination Act 1977 (NSW).

The preferred applicant must undergo a Working with Children Check and a National Police Records Check as a requirement of ongoing employment with Mary's House.