Client Services Manager

Job Location: Brisbane CBD & Inner Suburbs
Employer: Complete Nursing and Home Care QLD Pty Ltd
Full time

The Company

Operating in a highly competitive environment, Complete Nursing and Home Care QLD Pty Ltd is a vibrant and expanding family NDIS Provider who are devoted with a proud history of caring for people living with a disability and older Australians in Victoria, Queensland, and Tasmania. 

The Company is committed to its vision of building a community where people are empowered to live an independent life of their choice. We strive to understand what people want and work together to achieve outcomes.

About the role:

We have an exciting opportunity for an experienced Client Service Manager to join our Queensland Team on a full-time basis at our Brendale Office. The Successful candidate will manage and lead the Service Delivery team and embody our unique values of Respect, Integrity, Quality, and Commitment ensuring success within the organization. There will be a handover time for this role to be trained our Cleveland office before permanently based in Brendale. 

In this position, you will: 

Manage  the delivery of NDIS services and ensure that:

  • Services are delivered in line with company policies and procedures and in accordance with the requirements of the NDIS Commission. 
  • Services are delivered to individuals and families with flexible and tailored service coordination. Open, strong, clear communication lines are maintained.
  • Act as the key point of contact for staff, clients, and other stakeholders regarding the delivery of services.
  • Oversee the quality, compliance, and outcomes of all operational functions delivered by the Service Coordination team, ensuring standards are achieved and maintained. 
  • Participants are being supported to reach their stated goals and expectations.
  • All services remain compliant with all relevant legislation and service agreements.

Key Relationships:

  • Develop exceptional relationships with both existing and new clients and their families.
  • Develop effective collaborative networks and relationships with other relevant service providers, including Support Coordinators, Disability/Community networks, and Clinical and Allied Health services.
  • Actively engage and partner with funding and relevant Peak bodies including, but not limited to, the NDIA. 
  • Work collaboratively with other CNHC Qld branches for the overall betterment of Qld’s client base. 

Business Development and Sustainability:

  • Use relationships to raise awareness and profile of CNHC, grow existing client pool, and employ support workers to provide required services.  
  • Ability to develop and implement initiatives to maximize opportunities for client retention and growth and achieve business targets and goals.
  • Experience in identifying and reporting against key business indicators. 
  • An understanding of the processes required to manage payroll and invoicing. 
  • Ability to monitor and report on marketing activities.

Workforce Management: 

  • Supervise the performance of the service delivery team; coaching, mentoring, and supervising direct reports to enable them to deliver on documented Key Performance Indicators (KPIs), conduct Performance Reviews, and handle grievances. 
  • Recruitment and retention of office and support staff to deliver the required services. Staff should be suitability qualified, aligned to the organization’s purpose, vision, values, and person-centered approach.
  • Instil a culture of staff wellbeing and safety into all operational areas.
  • Instil a culture of learning and professional development into all operational areas.
  • Attend weekly huddles and branch meetings.
  • Reporting and management of ‘reportable incidents’ to the NDIS Commission.
  • Ensure appropriate assessment and care planning practices are established and monitored.
  • Manage client escalations and complaints to a high level of resolution.
  • Ensure all documentation, procedures, and reporting meets relevant guidelines and legislation.
  • Maintain and encourage a safe work environment in accordance with the Occupational Health and Safety legislation
  • Manage client service feedback and ensure the feedback process is addressed.
  • Ad Hoc duties as required.

What we offer:

  • Professional Development Opportunities
  • Working with diverse people
  • Variety of work settings
  • Above award pay rates
  • Social Team Events

About you:

Ideally, you will have –

  • Certificate IV or higher-level qualifications in a relevant discipline
  • Proven experience and a record of achievement in managing the delivery of NDIS services including meeting NDIS Commission compliance requirements.
  • Alignment to CNHC’s purpose, vision, values, and person-cantered approach. 
  • Proven experience in a customer service environment including the development of long-term customer relationships. 
  • Demonstrated effective people leadership including the management of workplace culture, performance matters, complaints, and concerns.
  • Proven experience as a Team player.
  • Proven supervisor/management experience meeting performance indicators.
  • Calm measured management style. 
  • Knowledge of the disability sector the NDIS, relevant legislation, regulations, standards, and current trends.
  • The ability to engage stakeholders in developing and maintaining strong working relationships. 
  • Demonstrated experience in service budget management with knowledge of financial principles. 
  • Demonstrated awareness of diversity and be respectful to all stakeholders of the enterprise.
  • Effective interpersonal and communication skills including the ability to resolve conflict. 
  • Proven experience in developing teams including mentoring/coaching and training staff to fulfill the responsibilities of their roles.
  • Experience in identifying and actioning urgent issues or client crisis and can provide compliant and accountable advice.
  • Ability to work in a fast-paced environment and meet tight deadlines.
  • Prior experience working with people with disabilities or the elderly.

This is a great opportunity to join a reputable company, and work with an amazing team where you will be given the opportunity to develop your career.

You can learn more about working with us at

Thank you for your interest in this position. We look forward to receiving your application!

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