Job Description

Capability Support Services – Brisbane QLD

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Capability Support Services is seeking an experienced and highly organised Service Delivery Manager to lead our Intake, Referrals, Scheduling, Administration and Client Experience functions.

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This is a key operational leadership role responsible for ensuring participants experience a seamless journey from initial referral through to onboarding, clinician allocation and ongoing service delivery.

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About the Role

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Reporting to the General Manager, you will lead the team responsible for coordinating and supporting service delivery across our multidisciplinary NDIS and Allied Health services.

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Your key responsibilities will include:

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- Leading and managing the Intake, Referrals and Administration teams
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- Overseeing participant enquiries, referrals and onboarding
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- Managing clinician allocations, scheduling, capacity and waitlists
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- Ensuring referrals progress efficiently from enquiry to service commencement
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- Monitoring referral pipelines, service demand and clinician availability
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- Supporting a high-quality participant, family and referrer experience
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- Managing team performance, workloads and operational priorities
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- Monitoring service delivery KPIs and identifying areas requiring action
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- Resolving operational issues and service delivery escalations
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- Improving systems, processes, workflows and automation
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- Maintaining accurate participant and operational records
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- Working closely with clinical leaders to support effective service delivery
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- Supporting quality, compliance and continuous improvement requirements
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- Providing regular operational reporting to the General Manager
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About You

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You are a confident and solutions-focused leader who enjoys bringing people, systems and processes together.

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You are highly organised, comfortable managing competing priorities and able to identify problems early and take ownership of finding practical solutions.

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You will have:

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- Demonstrated experience in service delivery, operations, practice management, intake or administration management
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- Previous experience leading and managing a team
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- Strong experience managing referrals, workflows, scheduling or service coordination
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- Demonstrated ability to manage KPIs, workloads and competing operational priorities
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- Strong stakeholder management and communication skills
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- Excellent organisational and problem‐solving abilities
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- High attention to detail and accountability
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- Strong technology and systems capability
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- Experience implementing or improving operational processes and workflows
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Qualifications & Experience

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Essential:

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- Minimum 3 years' experience in a relevant service delivery, operations, practice management or leadership position
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- Demonstrated experience supervising or managing employees
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- Strong administrative, operational and systems experience
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- Excellent written and verbal communication skills
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- Demonstrated ability to work effectively in a fast‐paced service environment
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Highly Desirable:

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- Experience within the NDIS, Allied Health, disability, healthcare or community services sector
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- Experience working within a multidisciplinary Allied Health environment
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- Understanding of NDIS service delivery and participant funding
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- Experience with CRM, practice management, scheduling or workflow systems
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- Tertiary qualification in Business, Management, Health Administration, Allied Health, Community Services or a related discipline
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Why Join CSS?

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Capability Support Services is a growing multidisciplinary provider delivering Positive Behaviour Support, Psychology, Occupational Therapy, Speech Pathology and Physiotherapy.

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You will join a supportive and innovative organisation where you will have the opportunity to:

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- Lead and develop an established operational team
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- Work closely with senior management and clinical leaders
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- Influence how services are delivered across the organisation
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- Improve systems and introduce new ideas
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- Play an key role in the continued growth of CSS
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- Make a genuine difference to the experience of participants, families, referrers and clinicians
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We are looking for someone who takes ownership, follows things through and genuinely cares about delivering an exceptional service.

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📌 Service Delivery Manager (Queensland)
🏢 Capability Support Services
📍 Queensland