Disability Services Manager

Nextt Group Pty Ltd; City of Brisbane; Hybrid; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Overnight accommodation provided

Hybrid working flexibility

Career development opportunities

Supportive team culture

National provider experience

Job summary

Nextt Group Pty Ltd is seeking an experienced Client Experience Manager in West Brisbane to lead teams delivering disability services across community access and accommodation. You’ll oversee NDIS and NISSQ-funded supports, ensuring services meet client needs with a strong focus on quality and safety.

You’ll coach and develop staff, manage incidents and escalations, and build stakeholder relationships while travelling to Toowoomba once a month, with overnight accommodation provided.

Qualifications

• Demonstrated leadership and people management experience, ideally within disability 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 understanding in disability settings.
• Ability to navigate complex situations, difficult conversations and competing priorities.
• A passion for coaching, mentoring and empowering others to succeed.

Responsibilities

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

Skills

Leadership

People management

NDIS knowledge

Stakeholder relationships

Coaching

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

• 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.

Christina Katopodis – Recruitment Partner. E: @nextt.com.au

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.

At Nextt, we are passionate about delivering person‑centred support. As a leading Disability Services provider throughout QLD, NSW, VIC, and SA, we believe everyone deserves to get more out of life and are passionate about understanding our clients and supporting them to achieve their goals. We act with integrity, aim to provide the best service, listen to maximize outcomes, and always strive to continuously improve. We provide quality support to over 1,200 clients each year!

Over the last 20 years we have built a strong service that specialises in supporting people with a broad range of disabilities.

Our Values are Principled, Committed, Responsive & Creative.

At Nextt, we are passionate about delivering person‑centred support. As a leading Disability Services provider throughout QLD, NSW, VIC, and SA, we believe everyone deserves to get more out of life and are passionate about understanding our clients and supporting them to achieve their goals. We act with integrity, aim to provide the best service, listen to maximize outcomes, and always strive to continuously improve. We provide quality support to over 1,200 clients each year!

Over the last 20 years we have built a strong service that specialises in supporting people with a broad range of disabilities.

Our Values are Principled, Committed, Responsive & Creative.