THE ROLE
We are seeking an experienced, people-focused leader to oversee intake, scheduling, workflow coordination, reporting and customer service for aged care assessment services. In this role, you will lead a high-performing team, monitor service delivery, improve systems and processes, and use data and insights to support strong operational performance and continuous improvement across the assessment portfolio.
Key responsibilities include:
- Lead day-to-day operations across intake, scheduling, workflow coordination and customer service.
- Monitor service performance, identify risks and pressure points, and implement timely operational improvements.
- Develop and maintain reporting frameworks to track activity, workforce utilisation, operational trends and performance against contracted KPIs.
- Use service and operational data to support planning, decision-making and continuous improvement.
- Lead, coach and develop the scheduling and program support team to build capability, accountability and performance.
- Collaborate with leaders and stakeholders across the program to deliver contractual and organisational objectives.
THE CANDIDATE
The ideal candidate will possess:
- Proven operational leadership experience in customer service, intake or scheduling environments.
- Strong people leadership capability, including coaching, performance management and workforce planning.
- Well-developed analytical, reporting and problem-solving skills.
- Experience improving systems, processes and service consistency.
- Strong communication and organisational skills.
- Knowledge of compliance, documentation and record-keeping requirements.
- Experience in aged care, health or community services will be highly regarded.
You will hold a qualification in business, management, health administration, community services or a related field, or have significant relevant experience in a similar leadership role and an NDIS Worker Screening Check.
If you are a collaborative and improvement-focused leader who is passionate about delivering excellent service outcomes, we would welcome your application.
WE OFFER
- Great culture considered to be in the top 5% nationally for our sector.
- Ongoing support and training, including Professional Development.
- Generous salary packaging, up to an additional $18,549 tax free FBT
- True work life balance with additional 3.5 days leave (pro-rata) / ability to purchase additional leave.
- Flexible working arrangements and Work from Home flexibility
- Employee Assistance Program for you and your immediate family
- Health & Well-being Program including flu vaccination
TO APPLY
Register your interest today by submitting your curriculum vitae and a cover letter, addressing how you meet the work-related requirements (in no more than 2 pages).
Applications close: 08/06/2026
We reserve the right to commence interviewing before the closing date
If you wish to discuss the position, please contact Sarah Easton – Director -Assessment Portfolio at Sar•••••••••@ilaustralia.org.au. If you require any additional support during the recruitment/interview phase, please contact HR•@ilaustralia.org.
Only those with the right to live & work in Australia need apply.
*** No agency applications at this time. ***
Mission: We strive towards our mission of a community in which all abilities are valued, where people have the knowledge, tools, and confidence to participate.
Values: Passion, Integrity, Embracing, Authentic