Lead Growth. Build Relationships. Deliver Exceptional Client Experiences.
Location: Wagga Wagga, NSW
Employment Type: Full-Time
Reports Directly To: Chief Executive Officer
Are you ready to make a real impact?
At Right at Home Southern NSW, we’re committed to helping older Australians live safely and independently in their own homes. As we continue to grow under the new Support at Home programme, we’re seeking an experienced and driven Client Services Manager to lead our client engagement strategy, strengthen referral partnerships, and ensure every client receives an exceptional experience.
This is a senior leadership position reporting directly to the CEO, offering the opportunity to influence business growth while leading a high-performing client services function.
About the Role
The Client Services Manager is responsible for overseeing the entire client journey—from building referral networks and welcoming new clients, to resolving concerns and ensuring the delivery of outstanding customer service.
You’ll lead a dedicated team, manage third-party procurement processes, and work closely with clinical and operational staff to ensure clients receive timely, high-quality support.
Success in this role requires a balance of strategic thinking, strong leadership, commercial awareness, and a genuine passion for customer service.
Key Responsibilities: Business Development & Growth
- Develop and maintain strong relationships with hospitals, health professionals, aged care providers, community organisations and other referral partners.
- Identify new business opportunities and implement strategies to increase referrals and client growth.
- Represent the organisation at networking events, community forums and stakeholder meetings.
- Identify, nurture and sign on new clients
- Monitor referral activity and sales performance against agreed targets.
Client Experience
- Ensure every new client experiences a professional, welcoming and seamless onboarding process.
- Build lasting relationships with clients and their families.
- Oversee client satisfaction initiatives and identify opportunities for service improvement.
- Manage client feedback, compliments and complaints, ensuring timely resolution and continuous improvement.
Leadership
- Lead, mentor and support the Client Services and Procurement teams.
- Foster a positive, accountable and customer-focused culture.
- Develop team capability through coaching and performance management.
- Work collaboratively with clinical and operational leaders to achieve organisational objectives.
Procurement & Third-Party Services
- Oversee the procurement and coordination of third-party services under the Support at Home programme.
- Ensure supplier compliance, service quality and contractual obligations are maintained.
- Streamline purchasing processes to deliver efficient and responsive client outcomes.
- Monitor supplier performance and identify opportunities for improvement.
Strategic Leadership
- Provide regular reporting and insights to the CEO on client growth, referral performance, complaints, procurement activities and customer satisfaction.
- Contribute to strategic planning and organisational growth initiatives.
- Ensure all activities comply with Support at Home requirements and organisational policies.
About You
We’re looking for a confident leader who enjoys building relationships and delivering exceptional customer outcomes.
You’ll ideally have:
- Proven leadership experience in aged care, healthcare, community services or a related industry.
- A strong track record in business development, sales or stakeholder engagement.
- Outstanding communication, negotiation and relationship-building skills.
- Experience managing client complaints and achieving positive resolutions.
- Strong organisational and project management skills.
- Experience leading and developing high-performing teams.
- Commercial awareness with the ability to identify growth opportunities.
- A sound understanding of the Support at Home programme or the ability to quickly develop expertise.
- A current driver’s licence and willingness to travel throughout Southern NSW.
Why Join Right at Home Southern NSW?
This is more than a management role—it’s an opportunity to help shape the future of our organisation.
You’ll join a respected provider with an excellent reputation for quality care and have the opportunity to:
- Work directly alongside our CEO.
- Influence the strategic direction and growth of the business.
- Lead a passionate, supportive and high-performing team.
- Play a key role in expanding services that improve the lives of older Australians.
- Enjoy professional development and genuine career progression opportunities.
- Be part of an organisation that values innovation, integrity and exceptional customer service.
Ready to Lead?
If you’re a relationship-focused leader who thrives on building partnerships, growing services and creating outstanding client experiences, we’d love to hear from you.
Please submit your resume and a cover letter outlining your experience and why you’re the right fit for this exciting leadership opportunity.
Join Right at Home Southern NSW and help us grow our impact—one client, one relationship and one community at a time.
Pay: $95,000.00 per year
Work Location: In person
