Client Experience Manager in Blackburn, Victoria at Dovida

About the Opportunity

At Dovida, we're committed to helping older Australians live independently and with dignity in their own homes. We're looking for an experienced Client Experience Manager to lead our Care Team, deliver exceptional client outcomes, and help drive the continued growth of our business.

This is an exciting leadership opportunity for someone who is passionate about people, quality care, and building high-performing teams. You'll play a key role in enhancing the client experience, supporting the transition to Support at Home, and strengthening relationships within the community to support business growth.

Why Join Us?

Make a meaningful difference in the lives of older Australians.

Be part of a growing organisation during an exciting period of industry change.

Ongoing professional development and leadership opportunities.

Enjoy a paid day off each year for your birthday.

Access paid wellness, volunteering and study leave to support your wellbeing and development.

Save on your next car through novated leasing options.

Be recognised through our annual Heart of Dovida Awards, celebrating people who bring our values to life.

About the Role

As our Client Experience Manager, you will:

Lead, coach, and support a team of Care Managers and Care Administrators.

Oversee the client journey from onboarding through to ongoing service delivery.

Support continuous improvement, team performance, and operational excellence.

Ensure compliance with aged care legislation, quality standards, and Support at Home requirements.

Monitor client satisfaction, retention, service utilisation, and care outcomes.

Build strong relationships with clients, families, referral partners, and community stakeholders.

Identify opportunities to grow services, strengthen referral networks, and increase community engagement.

Partner with local leadership to support business growth and future opportunities.

About You

You are a confident and compassionate leader who understands that great client outcomes start with engaged teams and strong relationships.

You'll bring:

Leadership experience in aged care, home care, community services, or a similar environment.

Strong knowledge of care management and Support at Home.

Experience coaching and developing high-performing teams.

Excellent relationship-building and stakeholder management skills.

A commercial mindset with the ability to identify growth opportunities and improve client retention.

Strong problem-solving skills and a proactive approach to leadership.

A commitment to quality, compliance, and 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.