Job Description

Role: Client Services ManagerHours: Monday to Friday, 12:30am - 8:30am SAST (8:30am - 4:30pm AEDT)Salary: 300000 RAND P/Y (R25,000 P/M)Location: RemoteAbout the Company:
An Australian NDIS (Australian National Disability Insurance Scheme) business is dedicated to enhancing the lives of people with disabilities, providing high-quality person-centred services and support under the National Disability Insurance Scheme (NDIS). As a family-owned business, we are passionate about empowering our clients, fostering independence, and promoting inclusion in the community. We respect our clients and our dedicated support staff and seek to provide a positive experience for every stakeholder connected with our organisation.Position Summary:The Client Service Manager will be responsible for the management and control of a client nominated service region as defined from time to time but usually limited in size and the number of clients. The Client Service Managers role will encompass all aspects of client and employee management with support from head office team members. Client Service Managers are responsible for the performance and the compliance of their allocated region.Reporting to: The Operations Manager.Direct Reports: Support Workers, Team Leader (Support Worker, Cleaners, Garden Maintenance workers.Works with: Client Relationship Officer, Compliance, Social Media Officer, and Intake.Responsibilities

• Recruit, appraise, manage, educate, and monitor the performance of all Support Workers and Team Leaders for the region to ensure that appropriate numbers of suitably qualified and experienced personnel are available to carry out the provision of quality care for the comapnys clients.
• Oversee the scheduling and allocation of support workers to ensure that clients needs are met.
• Ensure that all KPI's for the region are met in accordance with, and as set, and revised by management from time to time.
• Working closely with the Client Relationship Officer, generate and convert leads through sales and marketing initiatives.
• Maintain and build relationships with existing participants, Support Coordinators, Plan Managers, and Allied Health Professionals.
• Identify and pursue new business opportunities within the NDIS (Australian National Disability Insurance Scheme) sector. Develop and maintain strong relationships with key stakeholders, including NDIS (Australian National Disability Insurance Scheme) planners, support coordinators, and participants.
• Manage the initial assessment, intake, and onboarding processes for new participants.
• Provide advice and information to potential clients, carers, parents, and families.
• Foster positive working relationships with external and internal stakeholders.
• Prepare monthly activity, performance, and compliance reports for the Operations Manager.
• Maintain clear and accurate records.
• Support participants, families, and carers in understanding and accessing our services and policies.
• Act as the face of the business, building brand awareness.
• Network across the disability and community care sector.
• Identify and assess new SIL home opportunities.
• Work collaboratively with the Operations Manager to implement the company's growth strategy.
• Attend existing SIL homes and report findings as part of our internal audit process from time to time as required.
• Meet and exceed sales targets and growth objectives.
• Act as the primary point of contact for NDIS (Australian National Disability Insurance Scheme) clients, addressing and resolving any issues or concerns they may have.
• Coordinate with internal and external teams (e.g., case managers, support coordinators) to ensure client needs are met.
• Monitor and analyse customer feedback and use it to make improvements to the company's products or services.
• Keep updated with the new policies, procedures, and guidelines of NDIS (Australian National Disability Insurance Scheme).
• Assist clients with their NDIS (Australian National Disability Insurance Scheme) plan, including goal setting, planning, and budget management.
• Liaise with and coordinate local contractors as required.

Requirements

• Bachelor's degree or Certificate in a related field (e.g. social work, disability studies, rehabilitation, health, or others)
• At least 2 years of experience in team leader or support management within a similar sector.
• Strong understanding of the disability, injury or similar personal care industry
• Strong communication and interpersonal skills
• Ability to multitask and manage multiple clients at once.
• Strong problem-solving and conflict resolution skills
• Experience with CRM software and client services portals
• Ability to work well under pressure and meeting deadlines.
• Strong leadership and team management skills
• Strong understanding of community resources required to support clients with their disability support plans.
• Ability to work with a diverse client base, understanding the different support needs of clients based on their abilities, cultural backgrounds, and language requirements.
• Strong computer skills, including proficiency in Microsoft Office Suite and data analysis software.

Benefits- Competitive remuneration- Access to ongoing training and development opportunities- Very supportive Management Team- Growing Organisation

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