Client Services Director

Be Recruitment Group; Sydney; Hybrid; AUD 126,000 - 131,000; Full time

Benefits offered by this job

Above-award pay and leave benefits

Salary packaging

Wellbeing supervision for frontline

Job summary

Mary’s House Services seeks a Client Services Director to lead all client-facing programs, including housing, refuges, intake and casework, and community initiatives. You will work with managers to translate strategy into safe, high-quality services while ensuring strong governance and outcomes.

We value trauma-informed, client-centred practice and evidence-based decision making, with a focus on continuous improvement, workforce development and partnerships that advance women and children’s

Qualifications

• Senior leadership experience across complex client service environments.
• Experience in domestic and family violence or closely aligned sector.
• Tertiary qualifications in social work, psychology, counselling or related discipline.

Responsibilities

• Provide organisation-wide leadership across client-facing programs including housing, refuges, intake and referral, casework and community programs.
• Ensure service quality, performance and client outcomes.
• Strengthen trauma-informed, client-centred and strengths-based practice with effective frameworks and continuous improvement.
• Oversee client data, reporting, evaluation and impact measurement to inform decisions.
• Build workforce capability through leadership, supervision, and professional development.
• Strengthen referral pathways and sector collaborations.
• Provide reporting and recommendations to CEO and Board.
• Contribute to funding opportunities and organisational sustainability.

Skills

Senior leadership

Domestic and family violence sector

Trauma-informed practice

Stakeholder engagement

Communication

Strategic planning

Governance and compliance

Data reporting and impact

Team development

Influencing and collaboration

Education

Tertiary qualifications in social work/psychology/counselling or related discipline

Job description

Client Services DirectorVolunteer / Charity / Community > Other---- Recruiter: Alana Tomlinson she/herSydney - 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. 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. As Client Services Director, you will: * 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. You will bring: * 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.**Next steps** To apply, please submit your resume and a cover letter of no more than two pages addressing how your experience aligns with the selection criteria, why you are interested in the role and why you would like to work with Mary’s House. 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. For a confidential discussion or to request a copy of the position description, please contact Alana Tomlinson at Be Recruitment on [e-mail] or 0481 814 488 *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.*