A little about us: EverAbility Group have a long and proud history of providing services for people with disability across Western Australia and Tasmania. Together, our team of nearly 200 staff and over 500 volunteers support our growing group of diverse services. Our services at EverAbility Group include: VisAbility - our specialised service supporting people with blindness or vision impairment. Guide Dogs WA and Guide Dogs Tasmania – our iconic service raising and training life changing assistance dogs. Kites Children’s Therapy – our early intervention support, advice and solutions service transforming the lives of children and their families living with disability or developmental challenges. Job Description About the Role: At VisAbility, we’re committed to empowering people with vision impairments and other disabilities to live the life they choose. We’re currently seeking a dynamic Team Leader – Client Experience Team (CET) to lead and develop a high-performing team delivering quality customer service and support across our organisation. This is a rewarding opportunity to make a meaningful impact – by overseeing day-to-day operations of the CET, ensuring client satisfaction, and working closely with other leaders to drive continuous improvement in service delivery and business performance. As Team Leader, you’ll be responsible for: Team Leadership & Staff Development Providing hands-on leadership and daily supervision to the CET team Fostering a positive and engaged team culture through regular check-ins and team-building activities Supporting the professional development and performance of team members Contributing to recruitment and induction processes Maintaining team procedures (Promapp) and ensuring accurate record-keeping (Penelope) Client Service Delivery Managing team caseloads, including personal involvement where required Conducting initial assessments and coordinating access to appropriate services Responding promptly to client queries and appointments in line with business expectations Ensuring a person-centred approach in all client interactions Contributing to the development of client-facing collateral such as brochures and website content Compliance & Reporting Ensuring services meet funding and contractual obligations (eg NDIS, CHSP) Supporting grant acquittals and reporting, and contributing to funding submissions Monitoring CET KPIs and service quality metrics Identifying and escalating service delivery issues with suggested solutions Community Engagement & Partnerships Representing VisAbility at promotional events and building referral networks In collaboration with the Business Manager – Client Services, fostering community partnerships to enhance service reach and impact Continuous Improvement Contributing to service development initiatives and improvement planning Identifying and acting on opportunities for innovation in service delivery Undertaking other duties as reasonably required within the skills and scope of the role Desired Skills and Experience Essential Skills and Attributes: Essential Strong communication skills (both written and verbal), with the ability to engage effectively with clients, families, and team members Health industry qualifications and/or experience in a similar role Solid understanding of current philosophy, legislation, standards, and policies related to client services in both disability and aged care sectors Commercial acumen to support decision-making and optimise service delivery Proven ability to evaluate customer journey effectiveness and drive continuous improvement Demonstrated capacity to foster a collaborative, high-performing team culture Track record of achieving team and organisational KPIs Ability to manage and support individual team members to meet or exceed performance expectations Experience coordinating services across multiple funding streams (e.g., NDIS, CHSP), with a strong focus on compliance with grant/service requirements Sound understanding of grant acquittal and reporting requirements Ability to work collaboratively as part of a leadership team and contribute to organisational culture and solutions Desirable Previous experience in a similar role within the health, disability, or aged care sectors Leadership experience overseeing a team of up to 10 staff across centre-based and remote service environments Required Compliance Documents ☒ National Police Clearance ☒ NDIS Worker Screening Check ☒ Working with Children Check Benefits: In return, you’ll enjoy a range of benefits including: Up to 3 days additional paid leave during year-end holiday season! Salary packaging, an opportunity to increase your take-home pay! Option to purchase additional leave 17.5% annual leave loading, where applicable Free onsite gym access Ongoing professional development and training Employee Assistance Program How to apply? Ready to make a difference? Click Apply and let’s chat about what life at EverAbility could look like for you. Applications close at 4.00pm, Monday, 21 July 2025 . Please note: interviews may begin before the closing date and the advertisement may close early — we encourage you to apply as soon as possible. For further information please contact Felicity Beaulieu, Chief Operations Officer at felicity.beaulieu@everabilitygroup.org.au We encourage people with disability and of Aboriginal and Torres Strait Islander background to apply. Everyone is welcome, as we are an inclusive and diverse workplace.
