Service Delivery Manager at Aspire Lifestyles managing service delivery to clients in lifestyle services. Responsible for ensuring client satisfaction and upholding service level agreements through leadership and strategic execution.
About the role
- Service Coordinator Manager leading a team of Service Coordinators at HomeMade, an aged care provider. Driving operational excellence and customer satisfaction while fostering a culture of improvement.
Responsibilities
- Lead a high-performing team: Manage, coach, and mentor Service Coordinators and Service Provider Specialists to meet individual and collective performance targets (KPIs).
- Foster a strong culture: Build an environment of accountability, continuous learning, and customer focus.
- Manage team performance: Conduct regular reviews, provide feedback, and plan for future team expansion aligned with business growth.
- Optimise workflows: Continuously review, enhance, and streamline coordination and service provider processes to improve efficiency, meet customer expectations, and ensure provider obligations are met.
- Drive cross-functional synergy: Identify and improve ways of working with other departments to support the team’s success and fill last-minute customer service jobs effectively.
- Advocate for improvement: Use data and 'Voice of the Customer' feedback to identify trends and propose process and service improvements to the wider business.
- Oversee service delivery: Ensure best practices and available technology are used for scheduling, handling last-minute changes, and resolving complex customer escalations.
- Monitor and coach quality: Conduct call monitoring and trend analysis to evaluate the customer journey and provide real-time coaching and support.
- Ensure compliance: Work with the Head of Customer Operations to ensure all service schedules and processes align with business guidelines and Aged Care Quality Standards.
- Maximise funding utilisation: Oversee the management of fully managed customers’ funding to ensure funds are maximised, spent according to guidelines, and aligned with individual care plans.
- Drive commercial efficiency: Identify and implement efficiencies to sustain and improve service margins and profitability.
- Ensure Provider Compliance: Support provider onboarding and manage compliance with the Government Provider Management System registration.
Requirements
- 3+ years of proven leadership and coaching experience managing a team in a service coordination or scheduling (ideally in aged care, health, or community services).
- Proven ability to manage day-to-day scheduling and coordination operations to meet service delivery targets, drive efficiency, and maintain compliance.
- Track record of driving team performance through coaching, feedback, and clear goal-setting to achieve operational and customer outcomes.
- Experienced in managing escalations, applying sound judgement to balance customer needs, provider obligations, and organisational priorities.
- Strong understanding of operational process improvement and customer service best practices.
- Excellent skills in managing complex escalations and resolving issues effectively.
- Strong analytical and problem-solving skills, with the ability to interpret data and metrics to assess team performance, identify trends, and drive continuous improvement initiatives.
- Continuous improvement mindset, with experience reviewing processes, implementing efficiencies, and enhancing customer and provider experiences.
- Strong interpersonal and communication skills to influence stakeholders, build trust and collaborate effectively across teams and with external stakeholders.
- Familiarity with aged care funding models, compliance obligations, and the Aged Care Quality Standards (Highly Regarded)**.**
- Proficient in CRM or scheduling systems (e.g., Salesforce or similar platforms) and confident in leveraging technology to improve service delivery.
Benefits
- Power your career ⚡️
- Access parental leave 👶
- Work with flexibility 🏠
- Flexi Leave Days 🌴
- Take a floating public holiday 🫶🏾
- Be rewarded 🏆
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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