Disability Services Manager

Nextt; City of Brisbane; On-site; AUD 120,000 - 150,000; Full time

Job summary

Nextt is seeking a Client Experience Manager in West Brisbane to lead teams delivering disability services across community access and accommodation. You will drive high-quality, person-centred support and coach frontline staff to deliver safe, sustainable services while building strong relationships with clients and families.

The role requires hands-on leadership, the ability to manage incidents and escalate where needed, and regular travel to Toowoomba once a month with overnight stays

Qualifications

• Proven leadership and people-management experience in disability or community services.
• Experience with NDIS-funded services and understanding of the NDIS environment.
• Experience across accommodation and/or community-based disability services.
• Strong safeguarding, quality and compliance knowledge.
• Ability to navigate complex situations and priorities.
• Resilient, adaptable, solution-focused mindset.
• Passion for coaching, mentoring and empowering others.
• Strong communication and relationship-building with clients, families, employees and stakeholders.
• Organisational and time-management skills to manage a varied portfolio.
• Active driver’s license and ability to travel monthly to Toowoomba.

Responsibilities

• Lead and develop teams delivering disability services across community access and accommodation.
• Oversee NDIS and NISSQ-funded supports ensuring alignment with client needs and funding.
• Provide visible, hands-on leadership to Disability Support Workers and frontline leaders.
• Coach, mentor and develop teams to build capability and accountability.
• Manage incidents, escalations, complaints and risk with professionalism.
• Build strong relationships with clients, families, support networks and stakeholders.
• Collaborate with stakeholders, allied health professionals and other internal teams.
• Identify opportunities to improve service quality and outcomes.
• Support workforce planning to ensure appropriate staffing.
• Provide leadership during change, complexity and uncertainty.

Skills

People leadership

Team leadership

NDIS-funded services knowledge

Disability/community services

Safeguarding & compliance

Stakeholder relationships

Coaching & mentoring

Change management

Communication skills

Travel readiness

Job description

For leaders who thrive in complexity and know how to bring calm, confidence and structure to their teams. At Nextt, we support people with disability to live safe, meaningful lives in their communities. Our Client Experience Managers play a critical role in making that happen — leading teams, building strong relationships and ensuring the people we support receive high-quality, person-centred services.

We’re looking for an experienced disability leader to join our team in West Brisbane, overseeing a portfolio of clients receiving NDIS and NISSQ-funded supports across community access and accommodation services.

This is a hands-on leadership role where you’ll be trusted to lead through complexity, develop your teams and ensure services are safe, sustainable and focused on achieving the best outcomes for the people we support.

About The Role

As a Client Experience Manager, you’ll be responsible for creating an environment where clients receive exceptional support and where your teams feel confident, supported and empowered to deliver quality services.

No two days will be the same. You’ll coach and develop your people, work through challenges, manage incidents and escalations, build strong stakeholder relationships and identify opportunities to strengthen the services within your portfolio.

This role also includes travel to Toowoomba approximately once a month, with overnight accommodation provided. During these visits, you’ll work from our SDA property, providing visible leadership and coaching and monitoring staff to ensure teams are supported and services are operating safely and effectively.

What You’ll Be Doing

• Leading and developing teams delivering disability services across community access and accommodation.
• Overseeing NDIS and NISSQ-funded supports and ensuring services are delivered in line with client needs and funding requirements.
• Providing visible, hands-on leadership to Disability Support Workers and frontline leaders.
• Coaching, mentoring and developing your team to build capability, confidence and accountability.
• Managing incidents, escalations, complaints and risk with professionalism and sound judgement.
• Building strong and positive relationships with clients, families, support networks and key stakeholders.
• Working collaboratively with stakeholders, allied health professionals and other internal teams.
• Identifying opportunities to improve service quality, workforce capability and client outcomes.
• Supporting responsive workforce planning to ensure services are appropriately staffed and sustainable.
• Providing leadership during periods of change, complexity and uncertainty.

Who We’re Looking For

We're looking for someone who is first and foremost an exceptional people leader, with experience leading teams in a disability or community services environment.

You’ll Also Bring

• Demonstrated leadership and people management experience, ideally within the disability sector.
• Experience working with NDIS-funded services and an understanding of the NDIS environment.
• Experience across accommodation and/or community-based disability services.
• Strong understanding of safeguarding, quality and compliance requirements within disability services.
• Confidence navigating complex situations, difficult conversations and competing priorities.
• A resilient, adaptable and solutions-focused mindset.
• A genuine passion for coaching, mentoring and empowering others to succeed.
• Strong communication and relationship-building skills, with the ability to engage effectively with clients, families, employees and key stakeholders.
• Strong organisational and time-management skills, with the ability to manage a varied portfolio in an agile environment.
• A current driver's licence and the ability to travel to Toowoomba approximately once a month.

What You’ll Get

• A role where you’ll make a genuine difference to the lives of people with disability.
• A hands-on leadership opportunity where you can influence client outcomes, team culture and service quality.
• Autonomy to lead your portfolio, with support from experienced Quality, Scheduling, Recruitment and Learning & Development teams.
• A supportive team culture where collaboration and continuous improvement are valued.
• Career development opportunities within a growing national provider.
• Hybrid working flexibility, balanced with the visibility and connection needed to lead your teams effectively.
• Overnight accommodation provided when travelling to Toowoomba for your monthly SDA property visit.

Workplace diversity is highly valued at The Nextt Group, and we recognize a diverse workforce is beneficial for our employees and our clients. Here at The Nextt Group, we actively encourage and welcome candidates from culturally and linguistically diverse backgrounds, candidates with a disability, members of the LGBTQIA+ community, and First Nations and Torres Strait Islander candidates.