Join us and make a positive difference to the lives of people with disabilities and grow your career as part of our alliance of great minds. Our shared values are Passionate, Respectful, Ethical, Curious and Courageous. We welcome applicants from a wide range of customer service and people leadership backgrounds. Whether you've led teams in health, community services, education, financial services, or other customer-focused industries, your ability to build relationships, support your team, and deliver exceptional service will set you up for success. If you're passionate about learning and eager to understand the needs of people living with cerebral palsy, we'd love to hear from you. About the role The Client Engagement Team Leader role supports the Central Coast Client Engagement teams to foster and develop relationships with new and existing clients, develop a deep understanding of client needs and goals and enable matching with available CPA services. This role reports to the Client Engagement Manager and drives the operational day to day activities of the Client Engagement Team. This includes maximising the retention and optimisation of CPA's client base, in addition to the conversion of new clients to CPA services and scheduling of services. The goal will be to ensure that our relationships with clients are strong, sustainable and enduring, and that we are acting upon the voice of customer insights to create a superior client experience. You will work closely with the team to create a high performing and positive work culture and establish clear accountabilities and support frameworks for the team. This role is based across two Central Coast sites - Erina and Tuggerah - where you will manage a tight-knit team of experienced Client Service Consultants. You will share your time across both sites, fostering internal stakeholder relationships and building upon the strong local 'client-first' culture. About you: Previous Experience: Minimum 2 years proven experience in leading client engagement or customer service teams. Exceptional Communication: Demonstrated ability to clearly convey expectations, provide constructive feedback, and facilitate open and effective team discussions. Skilled in communicating risks and barriers to the Client Engagement Manager and engaging meaningfully with stakeholders and clients to understand their needs and concerns. Empowering Leadership: Proven capacity to lead through guidance, motivation, and support, fostering a collaborative and high-performing team culture. Strategic Alignment: Ability to translate organisational strategic priorities into clear, practical actions and outcomes for your team. Problem Solving and Decision-Making: Strong capability in identifying challenges, developing creative and effective solutions, and making sound decisions in collaboration with key stakeholders. Data-Informed Practice: Competent in analysing and using data to guide decision-making, improve performance, and enhance client outcomes. Digital Literacy: Proficient in the use of IT systems and tools to support operational efficiency, communication, and reporting. Team Development: Commitment to supporting team members in navigating daily operational challenges while fostering their long-term professional growth and development. Client Understanding : Awareness of, or a genuine willingness to learn about, the complex and diverse needs of people living with cerebral palsy and related conditions. Working for CPA offers you exceptional remuneration & benefits: Access to a tax-free meal, entertainment & venue benefit card valued at $2,650 per year 12 weeks paid parental leave and 2 weeks paid partner leave 2 additional leave days each year $100 per year well-being allowance that you can use to enhance your wellbeing (eg: purchase sports equipment, have a massage, take a meditation class, the choice is yours) Discounted gym membership for you and your family, using Fitness Passport Employee Assistance Program Paid Employee Referral Bonus Program, where you can be generously rewarded for referring a friend that joins CPA. Important information: At CPA the safety of our staff and clients is of paramount importance. We have assessed this role type as requiring a low level of physical functionality with some inherent requirements. For more information on what that may mean for this role please click here . Please let us know if you have any pre-existing injuries or illnesses which you are currently seeking, or have sought, medical treatment for which you think may impact your ability to fulfil the inherent requirements of this role. CPA is committed to supporting an inclusive work environment and engaging workers with diverse lived experience. We will happily consider and accommodate reasonable adjustments that may be required to support candidates throughout the recruitment process, and to be successful and safe employees of CPA. At Cerebral Palsy Alliance, we value diversity, foster an inclusive culture and champion equitable opportunities. We strongly encourage applications from candidates with a diverse range of backgrounds and lived experiences including people with disability, Aboriginal & Torres Strait Islander people, people from culturally and linguistically diverse backgrounds, and the LGBTQIA community. Cerebral Palsy Alliance is committed to the safety and wellbeing of our clients and staff. As such we encourage all employees be vaccinated against COVID-19. Cerebral Palsy Alliance is an Equal Opportunity Employer. Cerebral Palsy Alliance upholds, advocates for, and protects the rights , wellbeing and safety of people with a disability. We are a child safe organisation and all workers are responsible to adhere to the NDIS Worker Code of Conduct. CPA is a smoke free workplace including in, on and around CPA sites and vehicles.
