Client Services Manager

Southern Cross Care (WA) Inc.; Perth; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Salary packaging up to $15,900

Health Insurance

Employee assistance program

Professional development

Annual leave 4 weeks

Carers / personal leave

Service awards

Flexible working environment

Job summary

Southern Cross Care WA is seeking a Client Services Manager to lead the delivery of high-quality, person-centred Home Care services across metropolitan and regional WA. Based in Rivervale with occasional work-from-home days, you will drive client outcomes, growth, and compliance across multiple regions, and oversee multidisciplinary teams including Care Coordinators and Purchasing staff.

You will strengthen workforce planning, optimise funding utilisation, and build a high-performing team while

Qualifications

• Experience leading and managing teams, with the ability to set clear expectations, support performance and achieve outcomes.
• Strong operational management experience within community or aged care, including day-to-day service delivery and quality.

Responsibilities

• Lead the delivery of high-quality, person-centred Home Care across metro and regional WA.
• Oversee care coordinators, service coordinators and purchasing administration.
• Monitor KPIs: service hours, workforce utilisation, client funding and package utilisation.
• Support sustainable service delivery via workforce planning, scheduling and utilisation.
• Build a high-performing team through leadership and development.
• Collaborate with Quality, Workforce Operations, Marketing and Client Engagement teams.
• Strengthen referral pathways and stakeholder engagement.
• Identify opportunities to improve service delivery models and capacity.

Job description

• Enjoy the benefits of NFP salary packaging - up to $18,550 p.a.
• Come & join one of WA's largest aged care providers
• Seeking a person with a passion for working with people

At Southern Cross Care WA we help people live extraordinary lives every day, connected to communities.

About the role and where you will be working:

The Client Services Manager leads the delivery of high-quality, person-centred Home Care services across metropolitan and regional areas. The role is responsible for achieving consistent client outcomes, strong customer service, sustainable growth and compliance with all program and legislative requirements. As a senior operational leader, the Client Services Manager is accountable for the operational, financial and service performance of SCCWA’s Home Care services. The role provides leadership to multidisciplinary teams across the Perth Metropolitan area, the Southwest region and Broome, and contributes to the ongoing development of the Home Care service delivery model.

The role supports service growth, optimises client package utilisation and ensures services remain responsive to client needs and sector reforms. This position is responsible for supporting sustainable service delivery through effective workforce utilisation, appropriate management of client funding and continued growth in Home Care services.

This is a full time position based in Rivervale with the opportunity to work from home 1 or 2 days per week with manager approval.

We’ll also be asking you to:

• Provide leadership and oversight to Care Coordinators, Service Coordinators and the Purchasing Administration Officer


• Oversee lead generation, referral management, enquiries, waitlists, client onboarding, care planning and ongoing service delivery.


• Monitor and manage key performance indicators including service hours delivered, workforce utilisation, client funding expenditure and package utilisation.


• Support sustainable service delivery through effective workforce planning, scheduling and utilisation.


• Build and maintain a capable, engaged high performing team through effective leadership, coaching and professional development.


• Work closely with Quality, Workforce Operations, Marketing and Communications, Client Engagement and Client Experience teams to deliver coordinated services and positive client outcomes.


• Strengthen referral pathways through active engagement with hospitals, community organisations and other stakeholders, including participation in events and stakeholder activities.


• Identify opportunities to improve service delivery models, workforce utilisation and scheduling to maximise service capacity while maintaining quality.

About you:

The ideal candidate will have similar experience, ideally working for a health care or not for profit organisation.

To be considered for this role, you’ll need:

• Demonstrated experience leading and managing teams, with the ability to set clear expectations, support performance and achieve agreed service outcomes.


• Strong operational management experience within community or aged care services, including responsibility for day-to-day service delivery, resources and service quality.


• Proven financial management capability, including managing budgets, monitoring service performance, maximising client package utilisation and delivering services within agreed financial targets.


• Experience planning and managing workforce capacity, including rostering, utilisation and scheduling, to support sustainable and responsive service delivery.


• Demonstrated ability to support service growth through effective management of enquiries, referrals and stakeholder relationships.


• Sound understanding of aged care legislation, funding models and quality standards, with the ability to adapt services in response to sector reform and changing requirements.


• Strong problem-solving skills, with the ability to identify issues, manage risk and elevate matters appropriately when required.


• Well-developed written and verbal communication skills, with the ability to build effective working relationships with clients, families, staff, internal teams and external stakeholders.

Working with us:

At Southern Cross Care WA, our people are at the heart of everything we do. We are committed to creating an environment where employees feel valued, supported and empowered to make a meaningful difference in the lives of others.

When you join us, you'll become part of a purpose-driven organisation that helps people live extraordinary lives, connected to communities. In return, we'll support your growth, wellbeing and career through a range of benefits including:

• Not-for-profit salary packaging options of up to $15,900 for general living expenses and $2,650 for entertainment benefits.


• Corporate Health Insurance with HBF


• Free employee assistance program


• A diverse range of services which allows professional development and growth


• Annual leave starting at 4 weeks (full time)


• Carers / personal leave


• Service Awards for long standing employees


• Flexible working environment

About us:

Established over 50 years ago, Southern Cross Care WA is a purpose-driven, not-for-profit organisation contributing to social, health and economic development in WA. We do this by enabling the delivery of integrated services in our community for the increasingly complex health, care and accommodation needs of our aging population and those living with mental illness.

Our dedicated and passionate team of around 900 employees and 130 volunteers, deliver care and services to over 3000 West Australians across our residential, retirement village, mental health, community housing and home care portfolio.

Our promise to our clients, residents and each other is to enable extraordinary because we;

Listen, Act, Do not give up, Work as one.

Southern Cross Housing Ltd. are part of the Southern Cross Care WA Inc. Group.

Southern Cross Care WA is an equal opportunity employer committed to diversity and inclusion. We also acknowledge the Traditional Owners of the lands on which we work.

Client Services Manager

Community Services & Development Management