Services Manager

About us

Empowered Living Care is a Disability Support provider based in the Sutherland Shire. Providing a range of disability support services in the Sutherland Shire, St George, Inner West, Inner City and Eastern Suburbs areas. We focus on the needs of the individual participant to reach their personal goals.

Seeking

Are you a dynamic, confident, and energetic individual with a passion for people and service excellence? We're on the hunt for a Dedicated Services Manager who is not only a natural leader but also brings a fun, bubbly personality to the workplace! This role requires someone who can manage client relationships with ease, inspire a team to go above and beyond, and maintain a positive, upbeat environment even during high-pressure situations. If you're someone who thrives on challenges, loves building connections, and is ready to take your career to the next level, we want to hear from you!
 

Tasks & responsibilities

• Lead and manage the office team, fostering a collaborative and high-performance culture.
• Oversee team performance, providing regular feedback and support for continuous improvement.
• Act as 2IC (Second-in-Charge) in the absence of the Director, ensuring smooth office operations.
• Report directly to the Director on team performance, client satisfaction, and operational matters.
• Ensure compliance with Workplace Health and Safety (WHS) regulations and company policies.
• Maintain and nurture positive relationships with clients, ensuring their needs are met and expectations exceeded.
• Effectively manage feedback, grievances and complaints, providing prompt and professional resolutions.
• Provide training, guidance, and support to both the office team and support workers to enhance skillsets and job performance.
• Work alongside the accounts team to manage and monitor budgets, ensuring financial goals are met. 
• Ensure all processes are in line with NDIS standards, maintaining compliance and upholding quality assurance.
• Identify opportunities for service delivery improvements, driving innovative solutions to enhance client experiences.
• Manage general administration tasks and oversee various aspects of business operations, ensuring efficiency and alignment with company goals.

Essential Skills and Qualifications

• Strong leadership and team management abilities, fostering a positive and productive work environment.
• Excellent communication skills, both verbal and written, with the ability to engage with clients and team members effectively.
• Strong problem-solving and decision-making skills, with a focus on client satisfaction and operational efficiency.
• Experience in managing budgets, resources, and schedules to ensure optimal service delivery.
• In-depth knowledge of NDIS standards, with a commitment to compliance and quality assurance.
• Ability to mentor and support team development through training and ongoing professional guidance.
• Experience managing staff performance, recruitment, and employee relations including conflict resolution to support a high-functioning team.
• Demonstrates empathy and compassion in all interactions, understanding and responding to the needs and emotions of clients and team members with care and sensitivity.
   

Highly Regarded

• Proficiency in Xero for financial management, invoicing, and budgeting.
• Strong understanding of NDIS Practice Standards and compliance requirements.
• Experience in staff performance management, recruitment, and fostering a positive work environment.
• Knowledge of workplace health and safety (WHS) regulations and best practices.
• Relevant Degree in business management, social/community services, or a related field.