Client Experience Manager

About this opportunity

As a Client Experience Manager, you will lead and enhance the end-to-end client journey, ensuring a high-quality and consistent experience across all stages of care. You will oversee client engagement from initial enquiry through to onboarding, ongoing service delivery and exit, ensuring services are aligned to client needs and delivered to a high standard.

Reporting to the Business Operations Manager, you will lead and support a team of Care Managers, providing guidance, training and coaching to embed best practice client experience and ensure compliance with aged care and Support at Home standards.

This role has oversight across both office locations and will be required to travel to the Bunbury office as needed.

Why join us?

• Flexible working arrangements to support work–life balance + competitive salary package
• Enjoy your birthday your way with a paid day off each year
• Paid wellness, volunteering and study leave to support your wellbeing and growth
• Save on your next car with our novated leasing options
• Be recognised at our annual Heart of Dovida Awards, celebrating the people who bring our values to life

Key responsibilities

• Lead the end-to-end client experience from enquiry through to onboarding, retention and exit
• Oversee and improve client care processes to enhance service quality and outcomes
• Manage onboarding including service agreements, care planning and caregiver matching
• Coach and develop Care Managers to deliver best practice, person-centred care
• Ensure compliance with aged care, Support at Home and quality standards
• Drive continuous improvement, risk management and client experience initiatives

About you

You are a confident and values-driven leader who is passionate about delivering exceptional client experiences and leading high-performing teams. You bring a proactive approach, strong leadership capability and the ability to drive continuous improvement in a fast-paced environment.

You'll also have:

• Experience in a leadership role within care management, aged care or community services
• Strong understanding of aged care, Home Care Packages or Support at Home requirements
• Demonstrated ability to lead, coach and develop teams
• High-level stakeholder engagement and relationship management skills
• Strong organisational, administrative and problem-solving capability
• Ability to manage multiple priorities and drive outcomes
• Relevant qualification in health, social work, nursing or related discipline (preferred)

Dovida is a national provider of high-quality, person-centred home care. We provide a range of services including everyday companionship, domestic assistance, personal care, meal preparation, medication reminders, and transport to appointments, shopping, and social outings.

At Dovida, our mission is to support, empower, and uplift individuals by keeping them at the heart of everything we do and every decision about their care.

Australian work rights

Applicants must have permanent or temporary rights to work in Australia with no restrictions.

How do I apply?

Please submit your resume and a cover letter outlining why you’re interested in the role and how your skills and experience align with this opportunity.