Service Coordination Team Leader

Team Support

• Act as the first point of escalation for Service Coordinators, supporting the resolution of complex customer or service partner issues.
• Provide day-to-day coaching and guidance to Service Coordinators to build confidence, capability, and consistency.
• Share knowledge and insights to ensure best practice in service coordination and customer engagement.
• Support the Service Coordinator Manager with resource allocation and workflow planning to meet customer needs.
• Contribute to team performance monitoring by identifying trends, service challenges, and training opportunities.

Customer Service Coordination

• Manage a team of service coordinators, supporting both new and existing ones with planning, coordinating, and adjusting services in line with assessed needs, support plans, and budgets.
• Partner with coordinators to educate and guide their clients on their funding, budget management, and contributions.
• Onboard and support service coordinators in using the HomeMade Customer Portal and service partner platforms.
• Build strong relationships with service provider partners to ensure smooth onboarding and service delivery for customers.
• Provide proactive and responsive support to coordinators through phone, email, and virtual meetings.

Quality & Compliance

• Ensure escalations and service coordination activities are managed in line with the Aged Care Act, Aged Care Quality Standards, and HomeMade policies.
• Assist with call monitoring, trend analysis, and feedback to improve quality and customer outcomes.
• Identify and escalate risks or issues impacting service delivery to the Service Coordinator Manager.
• Support continuous improvement initiatives and contribute to reviewing and refining processes.

Collaboration & Continuous Improvement

• Work in partnership with the wider HomeMade teams (Support Partner, Customer Support, Clinical, Quality, and Service Providers) to deliver an integrated customer experience.
• Contribute ideas and feedback to improve workflows, customer experience, and team efficiency.
• Participate in workshops, team meetings, and quality improvement activities.

Skills, Knowledge, and Experience

• Demonstrated experience in a team lead or mentoring role within service coordination, ideally in aged care, healthcare, or a related sector.
• Strong interpersonal and communication skills with the ability to coach and support team members, and build rapport across diverse stakeholders.
• Demonstrated ability to manage escalations with empathy, professionalism, and sound judgment, achieving timely and effective resolutions.
• Experience balancing leadership and operational responsibilities, supporting team members while managing an individual caseload.
• Strong organisational and time-management skills, with the ability to prioritise competing demands.
• Familiarity with digital tools and platforms supporting service coordination and customer self-management.
• Understanding of budget management, funding utilisation, and service delivery in aged care, ensuring services align with care plans and deliver value for customers.
• Continuous improvement mindset, with the ability to identify process gaps, share insights, and contribute to improving the coordinator and customer experience.
• Collaborative and team-oriented, fostering trust, open communication, and cross-functional problem-solving to achieve shared goals.
• Knowledge of the Aged Care Act and Aged Care Quality Standards (or ability to acquire quickly).