Head of Client Care & Experience

HammondCare; Sydney; On-site; AUD 180,000 - 260,000; Full time

Job summary

HammondCare seeks a General Manager - Client Care to lead the end-to-end client journey, delivering responsive, personalised and high-quality support from onboarding through ongoing service delivery and engagement. This senior role coordinates client care, optimises package utilisation and ensures service continuity across Home Care operations.

You will work closely with Care Delivery and Clinical leaders to align client needs, workforce capacity and service quality, driving exceptional outcomes

Qualifications

• Significant senior leadership experience in client operations, service coordination, customer experience or related service environments.
• Proven ability to lead end-to-end client lifecycle functions and improve service quality, utilisation and retention.
• Strong capability in workforce leadership, performance management and team development.
• Demonstrated commercial acumen, including revenue, utilisation and performance management.
• Experience in complex, regulated environments with strong governance and compliance expectations.

Responsibilities

• Oversee end-to-end client lifecycle from onboarding to ongoing engagement and retention.
• Lead client experience, care coordination and service responsiveness.
• Drive revenue growth through effective package utilisation and demand management.
• Ensure service continuity and retention strategies that strengthen long-term client relationships.
• Develop high-performing teams focused on client outcomes and operational excellence.
• Lead continuous improvement initiatives across customer journeys, service models and operational performance.

Skills

Senior leadership

Client operations

Customer experience

Workforce leadership

Commercial acumen

Governance & compliance

Relationship building

Education

Tertiary qualifications in business/health/related discipline

Job description

HammondCare seeks a General Manager - Client Care to lead the end-to-end client journey, delivering responsive, personalised and high-quality support from onboarding through ongoing service delivery and engagement. This senior role coordinates client care, optimises package utilisation and ensures service continuity across Home Care operations.

You will work closely with Care Delivery and Clinical leaders to align client needs, workforce capacity and service quality, driving exceptional outcomes