Client Experience Manager – Geelong For leaders who know great disability services are built through people, trust, and strong leadership. Why This Role Matters At Nextt, we believe great outcomes happen when clients feel heard, support workers feel supported, and leaders stay close to the work that matters. Our Client Experience team is at the center of that. We’re looking for an experienced, people-focused leader to join our Geelong team - someone who can lead with empathy, accountability, and confidence while supporting clients with complex needs to live meaningful, connected lives. This role is about more than managing services. It’s about building strong teams around people, driving positive outcomes, navigating complexity, and creating an environment where both clients and support workers can thrive. About the Role As a Client Experience Manager, you’ll lead a portfolio of clients across Geelong and surrounding areas, overseeing high-quality, person-centered disability supports across community and in-home settings. You’ll work closely with clients, families, support workers, allied health professionals, and internal teams to ensure services are safe, sustainable, and outcomes focused. This is a hands-on leadership role where you’ll coach teams, problem solve, manage risk, and continuously improve the client experience. You’ll be trusted to lead with judgement, resilience, and care. What You’ll Be Doing Leading end-to-end client experience and engagement across your portfolio Supporting clients to achieve meaningful goals and positive outcomes Coaching and developing Support Workers to deliver exceptional, person-centered support Managing incidents, complaints, risks, and service escalations with a calm, solutions-focused approach Building strong relationships with families, stakeholders, allied health, and referral partners Using data, systems, and reporting to track client progress and service quality Driving a positive team culture focused on accountability, connection, and continuous improvement Working collaboratively with Scheduling, Recruitment, Quality, and operational teams Supporting workforce planning, capability building, and staff engagement Who This Role Is For Experienced leaders within disability, community services, mental health, allied health, or human services Professionals who understand the importance of balancing quality care with operational outcomes People who can confidently navigate complexity while remaining compassionate and client-focused Leaders who enjoy mentoring teams, solving problems, and improving services Individuals who thrive in fast-paced environments and can adapt quickly to changing needs What You’ll Bring Experience leading teams within disability, community services, health, or human services Strong understanding of the NDIS, safeguarding responsibilities, and person-centred practice Experience managing incidents, complaints, risk, and complex service environments Excellent stakeholder engagement and relationship-building skills A solutions-focused mindset with strong resilience and critical thinking Confidence using systems (Salesforce), reporting, and operational processes to drive outcomes Qualifications in community services, allied health, nursing, social work, human services, or related disciplines are highly regarded Why Join Nextt? A meaningful leadership role where you can genuinely improve people’s lives Hybrid flexibility and autonomy to manage your portfolio Support from dedicated Scheduling, Recruitment, Quality, and Learning & Development teams Career progression opportunities within a growing national provider A values-led organisation that understands the realities and rewards of disability support work A collaborative team culture where your leadership and ideas are valued Interested? If you’re looking for a leadership role where you can make a real impact while building strong teams and delivering exceptional client outcomes, we’d love to hear from you. Confidential enquiries: Christina Katopodis ckatopodis@nextt.com.au Workplace diversity is highly valued at The Nextt Group, and we recognize a diverse workforce is beneficial for our employees and our clients. Here at The Nextt Group, we actively encourage and welcome candidates from culturally and linguistically diverse backgrounds, candidates with a disability, members of the LGBTQIA community, and First Nations and Torres Strait Islander candidates.
