Summary

Baobab Care is seeking a full-time Client Services Manager (2 positions) to lead the delivery of high-quality, person-centred servicesacross our community, aged care and disability support programs in Western Australia.

The role is responsible for achieving strongclient outcomes, maintaining excellent customer service, supporting sustainable growth and ensuring compliance with NDIS and aged care requirements. As a senior operational leader, the Client Services Manager will oversee day-to-day service delivery, client engagement, workforce utilisation and service performance across multiple programs.

The positionwill support ongoingbusiness growth, improveclient retention and ensure services remain responsive to changing client needs and sector reforms.

About the Role

The Client Services Manager will provide leadership and oversight to client service and coordination staff and ensure that all supportsare delivered in accordance with individual care plans, service agreements and organisational standards.

The successful applicant will overseeclient enquiries, referrals, onboarding, care planning and ongoing service delivery. The role requires a strong background in community, aged care or disability services together with proven experience in operational management, workforce planning and stakeholder engagement.

The position will also work closely with management, supportcoordinators, healthcare professionals and community stakeholders to ensure services are delivered efficiently, sustainably and in line with all legislative and quality requirements.

Key Responsibilities

• Provide leadership and oversight to Service Coordinators, Care Coordinators and other client service staff.
• Develop, implement and review customerservice policies, procedures and service standards to ensure high-quality, person-centred service delivery across all programs.
• Oversee client enquiries, referrals, waitlists, onboarding, assessments, care planning and ongoing service delivery.
• Manage relationships with clients, families, support coordinators, hospitals, healthcare professionals and community organisations.
• Monitor and managekey performance indicators including service hours delivered, client satisfaction, workforce utilisation and package expenditure.
• Analyse customer servicedata, client feedbackand operational trends,and prepare regular management reports to support decision-making and continuous improvement.
• Support sustainable servicedelivery through effectiveworkforce planning, scheduling and resource allocation.
• Respond to and resolve clientconcerns, complaints and service issuesin a timely and professional manner.
• Build and maintaina capable, engagedand high-performing team through leadership, coaching and performance management.
• Work closely with operations, quality,rostering and administration teams to ensure coordinated service delivery and positive client outcomes.
• Strengthen referral pathwaysand contribute to business growththrough active stakeholder engagement and community networking.
• Prepare reports, maintainaccurate client recordsand identify opportunities to improve service delivery, workforce utilisation and operational efficiency.
• Ensure compliance with NDIS PracticeStandards, aged care legislation, privacy requirements and internal policies.
• Establish, administer and continuously improve customer service systems and procedures to supportservice quality, client retention and organisational growth.

Essential Requirements

• Diploma or Bachelor’s degree or at least five years of relevant work experience in client services, community services, aged care, disability support or a related field.
• Minimum of three years’ experience in a clientservices, customer relations, service coordination or operational management role.
• Demonstrated experience leadingand managing teams,with the abilityto set clear expectations, support performance and achieve agreed service outcomes.
• Strong operational management experience within the community, aged care or disability support sector.
• Proven ability to manage budgets,monitor service performance, maximise client package utilisation and deliver services within agreed financial targets.
• Experience planning and managing workforce capacity, including rostering, scheduling and staff utilisation.
• Demonstrated ability to support servicegrowth through management of enquiries, referrals and stakeholder relationships.
• Sound understanding of NDIS PracticeStandards, aged care legislation, funding models and quality standards.
• Strong problem-solving, communication and stakeholder management skills.
• Current National PoliceClearance.
• Current Working with Children Check and NDIS Worker Screening Check.
• Current Australian driver’slicence.

Employment Conditions

• Full-time position based in Kargoorlie, Western Australia.
• Salary range betweenAUD 75,000 and AUD 90,000 plus superannuation, depending on qualifications and experience.
• Standard working hours of 38 hours per week.
• Some travel may be requiredto visit clientsand service locations across Western Australia.

Applicants should submit a resume and cover letter outlining their suitability for the role.