- Full Time | Permanent | Hybrid Working!!
- Manage a portfolio in the East of Melbourne
- Work for an organisation who lives and breathes its commitments to participants.
Client Experience Manager - Melbourne North-East & Eastern Suburbs
For leaders who thrive in complexity and know how to bring calm to challenging times.
Why This Role Matters
If you've worked in disability long enough, you know that complex services need more than policies—they need confident, authentic leaders who aren't afraid to roll up their sleeves.
At Nextt, we support people with disability to live safe, meaningful lives in their communities. Many of the people we support have complex behavioural support needs, significant health requirements, and services that require strong leadership, sound judgement and the ability to navigate uncertainty.
We're growing across
Melbourne's North East, Eastern and Southern suburbs (including Preston, Richmond and Lilydale) and we're looking for an experienced people leader who can step into complexity, build trust, strengthen teams, and improve outcomes for the people we support.
If you're someone who can walk into a fire, bring stability, and lead your team through it—we'd love to hear from you.
About the Role
As
Client Experience Manager, you'll lead a portfolio of Supported Independent Living and Community clients with high and complex support needs.
This is a genuine leadership role where you'll be responsible for leading people, developing capability, making difficult decisions, and creating services that are safe, person-centered and sustainable.
No two days are the same. You'll inherit challenges, solve problems, coach Disability Support Worker's, and continuously improve the services you oversee.
You'll be trusted to lead with accountability, empathy and authenticity.
What You'll Be Doing
- Leading teams supporting people with complex support needs.
- Experience leading disability services supporting people with behaviours of concern and complex presentations.
- A strong understanding of Positive Behaviour Support, restrictive practices and safeguarding responsibilities.
- Leading, coaching and developing Team Leaders and Disability Support Workers to build confident, capable teams.
- Managing incidents, escalations, complaints and risk with confidence and professionalism.
- Working closely with Behaviour Support Practitioners, nurses, allied health professionals and families.
- Building positive relationships with participants, families and key stakeholders.
- Identifying opportunities to strengthen underperforming services and create lasting improvements.
- Providing visible leadership during periods of change, uncertainty and growth.
Who We're Looking For
We're looking for someone who is first and foremost an exceptional people leader.
You'll have experience in a leadership role, where you've developed teams and delivered quality outcomes in complex environments.
You'll also bring:
- Experience leading disability services supporting people with behaviours of concern and complex presentations.
- A strong understanding of Positive Behaviour Support, restrictive practices and safeguarding responsibilities.
- Confidence supporting teams managing complex health and clinical needs.
- A resilient, adaptable mindset with a genuine can-do attitude.
- The ability to thrive in environments where there isn't always a clear roadmap, bringing structure, direction and confidence when others need it most.
- Authentic leadership that earns trust through action, empathy and consistency.
- The ability to remain calm under pressure and guide your team through difficult situations.
- A passion for mentoring, developing and empowering others to succeed.
- Strong knowledge of the NDIS, Supported Independent Living (SIL) and quality standards.
What You'll Get
- A role where you'll genuinely improve the lives of people with complex support needs.
- The opportunity to lead meaningful services and make a lasting impact.
- Autonomy to lead your portfolio while being supported by experienced Quality, Scheduling, Recruitment and Learning & Development teams.
- A values-led organisation that understands the realities and challenges of disability services.
- Career development opportunities within a growing national provider.
- Hybrid working flexibility.
Interested?
If this sounds like the kind of leadership role you’ve been looking for, we’d love to talk.
Confidential enquiries:
Christina Katopodis – Recruitment Partner
[email protected]
Workplace diversity is highly valued at The Nextt Group, and we recognize a diverse workforce is beneficial for our employees and our clients. Here at The Nextt Group, we actively encourage and welcome candidates from culturally and linguistically diverse backgrounds, candidates with a disability, members of the LGBTQIA+ community, and First Nations and Torres Strait Islander candidates.