Head of Customer Service & Workforce

A market-leading mid-sized aged care provider is seeking an experienced operational leader to join the organisation as Head of Customer Service & Workforce.

This senior leadership role will oversee customer service delivery, workforce operations, scheduling and home support services across a large and complex community services environment.

The position plays a key role in driving customer experience outcomes, workforce capability, operational performance and continuous improvement initiatives, while leading a multidisciplinary leadership team through a period of growth and sector reform.

Key Responsibilities

• Lead customer service, workforce planning and scheduling functions
• Oversee community workforce operations including support workers and service delivery teams
• Drive customer experience outcomes and service quality initiatives
• Lead operational performance, KPI delivery and budget oversight
• Ensure compliance with Aged Care Quality Standards and relevant legislation
• Manage workforce capability, engagement and leadership development
• Drive continuous improvement, operational efficiencies and change initiatives
• Collaborate closely with executive leadership across Home Care and Retirement Living operations

The Ideal Candidate

• Senior leadership experience within aged care, home care, community services or healthcare
• Strong operational management and workforce planning capability
• Experience leading large multidisciplinary teams through change
• Strong financial, reporting and business performance experience
• Sound understanding of aged care legislation, compliance and funding models
• Customer-centric leadership style with strong stakeholder engagement capability
• Experience across scheduling, service delivery and workforce operations highly regarded

What’s on Offer:

• $135k–$150k base salary + super & salary packaging
• Senior leadership opportunity within a growing sector
• Opportunity to influence operational strategy and customer experience outcomes
• Supportive executive leadership environment
• Career progression and long-term growth potential

For a confidential discussion or further information, apply now or contact Seb Saunders at Austcorp Healthcare on ***email_hidden***