Client Services Director

Recruitment; North Sydney Council; On-site; AUD 126,000 - 131,000; Full time

Benefits offered by this job

Above-award salary

Salary packaging

Job summary

Mary’s House Services is seeking an experienced Client Services Director to provide organisation-wide leadership across housing, refuges, intake and referral, casework and community programs. Reporting to the CEO, you will translate strategy into safe, responsive and high-quality services.

You will lead frontline managers, strengthen trauma-informed practice, oversee governance and reporting, and drive continuous improvement while building workforce capability to support women and children.

Qualifications

• Senior leadership experience across complex client service environments.
• Extensive experience in domestic and family violence sector.
• Relevant tertiary qualifications in social work, psychology, counselling or related field.
• Experience leading multidisciplinary teams and developing workforce capability.
• Strong knowledge of trauma-informed, client-centred practice.
• Governance, compliance and accountability in funded services.
• Experience working in not-for-profit/community sector.

Responsibilities

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

Skills

Senior leadership

Stakeholder engagement

Communication

Team leadership

Strategic leadership

Education

Tertiary qualification in social work or related

Job description

Client Services DirectorVolunteer / Charity / Community > Other---- Sydney - North Shore & Northern SubsPermanent / Full Time$125,650 - $130,817 per yearAbout 1 day ago* Full-time, onsite opportunity in North Sydney* Strategic leadership grounded in frontline service delivery* Above-award salary plus generous salary packagingJoin 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.

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.

Key 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 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.

Key qualifications and experience

• 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.

We value authenticity and ask that your cover letter be written in your own words, genuinely reflecting your personal experience, motivation and connection to the organisation's purpose.

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.

Additional statements

• 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.