Client Experience Manager in Groper Creek, Queensland at Dovida

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.

As we continue to grow, we are building future capability within our operations team, supported by a newly appointed Business Operations Manager. This role plays a key part in strengthening our Client Experience function, ensuring we have the right structure, leadership, and support in place to deliver exceptional care now and into the future.

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.

This role will be supporting our team across the Osborne Park and Clarkson offices within the Perth Metro and surrounding areas.

Why join us?

• Build a meaningful career supporting older Australians and their families to live well at home
• 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 and support a team of Care Managers and Care Admins to deliver exceptional client outcomes
• Drive continuous improvement across our Care Team, 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.