Service Coordinator Manager

Team Leadership & Development

• 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.

Operational Excellence & Process Improvement

• 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.

Service Coordination & Quality

• 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.

Commercial Management & Utilisation

• 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.

Skills, Knowledge, and Experience

• 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.