Service Manager, Employment Services & Coaching

atWork Australia; Sydney; On-site; AUD 110,000 - 150,000; Full time

Job summary

atWork Australia is seeking a Service Manager to lead Job Coaches and InWork Support Coaches across multi-site locations including Auburn, Berala, Chester Hill and Parramatta. You will guide a team to deliver sustainable employment outcomes with a focus on performance, compliance and community engagement.

Joining a values-driven team, you’ll drive contracts, KPI targets and customer experiences while building partnerships with Services Australia and local employers.

Qualifications

• Strong leadership capability with experience in coaching, performance management and operational delivery.
• Commercial acumen and confidence managing budgets, forecasts and financial KPIs.
• Strong stakeholder engagement skills, including working with Services Australia and community organisations.
• Ability to work to KPIs and lead others to deliver high‑quality outcomes.
• A current Australian driver’s licence and reliable vehicle.
• Employment Services Experience highly regarded.

Responsibilities

• Lead, coach and develop Job Coaches and InWork Support Coaches to achieve sustainable employment outcomes
• Drive performance across all ESAs, ensuring KPI targets, placement outcomes and service standards are consistently exceeded
• Oversee service delivery, workflow and client experience across multiple locations
• Ensure full contractual compliance with Employment Services requirements, including audits, quality standards and documentation
• Manage financial performance including forecasting, budgeting and achieving ESA profitability targets
• Recruit, induct and onboard new team members and manage performance through regular coaching and the Managing for Excellence framework
• Build strong relationships with Services Australia, local employers and community partners
• Identify operational risks, compliance issues and opportunities for continuous improvement
• Promote a values‑driven culture grounded in Integrity, Compassion, Determination and Thriving Together

Skills

Leadership

Coaching

Performance management

Budgeting & financial KPIs

Stakeholder engagement

Job description

atWork Australia is seeking a Service Manager to lead Job Coaches and InWork Support Coaches across multi-site locations including Auburn, Berala, Chester Hill and Parramatta. You will guide a team to deliver sustainable employment outcomes with a focus on performance, compliance and community engagement.

Joining a values-driven team, you’ll drive contracts, KPI targets and customer experiences while building partnerships with Services Australia and local employers.