Disability Services Leader: Client Experience Manager

Nextt; City of Melbourne; Hybrid; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Hybrid working flexibility

Career development opportunities

Supportive leadership team

Autonomy in portfolio management

Job summary

Nextt is expanding its leadership team in Melbourne, seeking a Client Experience Manager to lead a portfolio of Supported Independent Living and community clients with high and complex support needs. This is a genuine leadership role focused on people, capability development, and sustainable, person-centred services.

You'll coach teams, manage risk and incidents, collaborate with Health professionals and families, and drive continuous improvement across services.

Responsibilities

• Leading teams supporting people with complex support needs.
• Experience leading disability services supporting people with behaviours of concern and complex presentations.
• A strong understanding of Positive Behaviour Support, restrictive practices and safeguarding responsibilities.
• Leading, coaching and developing Team Leaders and Disability Support Workers to build confident, capable teams.
• Managing incidents, escalations, complaints and risk with confidence and professionalism.
• Working closely with Behaviour Support Practitioners, nurses, allied health professionals and families.
• Building positive relationships with participants, families and key stakeholders.
• Identifying opportunities to strengthen underperforming services and create lasting improvements.
• Providing visible leadership during periods of change, uncertainty and growth.

Job description

Nextt is expanding its leadership team in Melbourne, seeking a Client Experience Manager to lead a portfolio of Supported Independent Living and community clients with high and complex support needs. This is a genuine leadership role focused on people, capability development, and sustainable, person-centred services.

You'll coach teams, manage risk and incidents, collaborate with Health professionals and families, and drive continuous improvement across services.