Lead customer excellence, service coordination and digital transformation in community care.

Diversicare is seeking an experienced and passionate Customer Service Manager to lead our customer-facing operations and ensure an exceptional experience for clients, families, carers and referrers.

This is an exciting leadership chance for a customer-focused professional who thrives in a fast-paced environment and is passionate about delivering high-quality aged care and community services. You will play a pivotal role in shaping the participant journey, leading frontline teams, driving continuous improvement and championing the adoption of innovative systems and technology.

About the Role

The Customer Service Manager is responsible for leading Diversicare's customer service operations, including the call centre, intake, scheduling and administration functions.

Reporting to the Community Care leadership team, you will oversee the participant journey from initial enquiry through to ongoing service delivery, ensuring every interaction is responsive, culturally inclusive, professional and aligned with Diversicare's commitment to person-centred care.

You will lead a team of Schedulers, an Administration Assistant and an Intake and Administration Officer, while partnering closely with operational and clinical teams to ensure seamless service coordination, workforce planning and customer satisfaction.

This role also acts as the business lead for customer service and scheduling systems, supporting software implementation, process improvement, staff training and digital transformation initiatives.

Key Responsibilities

Leadership and Team Management

Lead, mentor and develop the Customer Service team,



including Schedulers, Administration staff and Intake Officers.

Foster a positive, high-performing and customer-focused culture.

Provide coaching, guidance, performance feedback and professional development opportunities.

Participate in the out-of-hours on-call roster.

Customer Service and Call Centre Operations

Oversee the day-to-day operation of the call centre.

Manage call coverage, queues, call-backs, interpreter access and service standards.

Develop and monitor customer service performance measures.

Ensure enquiries are resolved professionally and within agreed timeframes.

Drive a culture of exceptional customer service across all communication channels.

Participant Journey and Intake Oversight

Lead the client journey from first contact through ongoing service delivery.

Ensure referrals and enquiries are processed accurately and efficiently.

Oversee participant intake, onboarding and transition to Care Partners.

Support the coordination of Allied Health appointments and participant services.

Ensure service information is communicated clearly and compassionately to clients and families.

Scheduling and Service Coordination

Oversee scheduling quality and workforce coordination.

Work closely with operational leaders to ensure continuity of services.





Support effective matching of Home Care Workers based on participant needs, cultural background, language preferences and individual requirements.

Monitor workforce capacity and address service delivery challenges proactively.

Complaints, Feedback and Service Improvement

Manage escalated customer enquiries and complaints.

Analyse trends and identify opportunities for improvement.

Promote a rights-based and culturally responsive customer experience.

Implement service improvements based on participant feedback and operational insights.

Systems, Technology and Digital Transformation

Act as the business lead for customer service, scheduling and telephony systems.

Support system enhancements, software upgrades and digital transformation projects.

Conduct user acceptance testing and system validation.

Develop training resources and provide ongoing systems support to staff.

Champion technology solutions that improve efficiency and participant outcomes.

Reporting, Compliance and Data Quality

Monitor service performance through data analysis and reporting.

Ensure participant and scheduling records are accurate, complete and audit-ready.

Support incident management and reporting requirements.

Maintain compliance with legislation, privacy requirements, quality standards and organisational policies.

About You

You are an experienced leader with a strong customer service background, exceptional people management skills and a passion for improving service delivery through innovation and technology.

Ideally, you will have worked in aged care in a management role Scheduling and service coordination. You will work closely

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