Job Description

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.

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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.

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About Us

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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.

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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.

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About the Opportunity

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We're looking for a confident and commercially savvy Client Engagement Team Leader to lead our outbound engagement team.

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In this role, you'll oversee and develop a team of Client Engagement Consultants, driving performance through coaching, accountability, and strong leadership. You'll play a critical role in ensuring your team proactively engages with clients, identifies opportunities to enhance service delivery, and converts these into meaningful outcomes.

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This is a excellent opportunity for a hands-on leader who enjoys building high-performing teams, improving client experiences, and delivering strong commercial results.

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Key Responsibilities:

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- Lead, coach, and develop a team of Client Engagement Consultants to achieve utilisation and engagement targets
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- Set clear KPIs, performance expectations, and standards aligned to business goals
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- Monitor team performance,



providing regular feedback, coaching, and development planning
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- Drive increased utilisation of approved care hours across the client base
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- Oversee outbound calling strategies, including campaigns, cadence, and client prioritisation
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- Ensure consistent, high-quality and person-centred client engagement across the team
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- Work closely with Client Services and Scheduling teams to convert opportunities into services
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- Manage escalations and support resolution of complex client concerns
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- Track, analyse, and report on performance metrics including call activity, conversion rates, and utilisation uplift
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- Identify trends, barriers, and opportunities, providing actionable insights to improve outcomes
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About you

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- Proven experience in a call centre leadership role (outbound or sales-focused preferred)
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- Strong leadership and coaching capability with the ability to drive team performance
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- Demonstrated experience managing KPIs and delivering commercial outcomes
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- Strong analytical and reporting skills, with the ability to translate insights into action
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- Excellent communication and stakeholder management skills
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- Confident working with CRM systems and performance data
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- Experience in aged care, healthcare, or community services (highly regarded)
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Why Join Us?

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- Enjoy your birthday your way with a paid day off
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- Paid wellness, volunteering and study leave to support your wellbeing and growth
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- Save on your next car with our novated leasing options
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- Be recognised at our annual Heart of Dovida Awards, celebrating the people who bring our values to life
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- Bring your four-legged friend to work on our much-loved Dog Friendly Fridays!
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Australian work rights

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Applicants must have permanent or temporary rights to work in Australia with no restrictions.

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📌 Client Engagement Team Leader (Queensland)
🏢 Dovida
📍 Queensland