Client Experience Manager at Dovida – Scoresby, Victoria

About this opportunity

Were looking for a Client Experience Manager to lead and elevate the end-to-end care journey for our clients. This is a key leadership role where youll guide a team of Care Managers, drive service excellence, and ensure every client receives high-quality, relationship-focused care.

Youll play a critical part in shaping how we deliver home care - improving processes, supporting your team, and ensuring we stay ahead of industry changes, including the transition to Support at Home.

Why join us?

• Make a real impact in the lives of older Australians
• Lead a passionate and supportive team
• Be part of an organisation navigating exciting industry change
• Opportunities for professional growth and development
• Supportive leadership and collaborative culture
• Employee Assistance Program and wellbeing initiatives

Key Responsibilities

• Lead and support a team of Care Managers and Care Admins to deliver exceptional client outcomes
• Drive continuous improvement across client experience, systems, and processes
• Ensure compliance with aged care legislation and quality standards
• Support and coach your team on best practice care management and service delivery
• Manage client onboarding, care planning, budgets, and service reviews
• Monitor client satisfaction, retention, and feedback to improve services
• Contribute to strategic initiatives and broader business growth
• Step in to manage a small client caseload when required

About you

• Proven leadership experience in aged care, home care, or community services, with strong understanding of Support at Home and the ability to lead through change
• Operationally savvy with a people-first approach, confident coaching and developing high-performing teams
• Strong compliance mindset, able to balance being supportive while setting clear expectations and boundaries
• Clear, confident communicator with the ability to build trust across clients, families, and internal stakeholders
• Takes ownership, uses initiative, and makes sound decisions within appropriate scope
• Calm, hands-on leader with a strategic mindset, able to manage day-to-day operations while driving continuous improvement

ABOUT US

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 of 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 detailing your suitability for this role.

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