- Location60 KURAN ST, CHERMSIDE, QLD, 4032, Australia
- Job CategoryTeam Leader Transport Department
- Employee TypeFull Time 38 LL
- Minimum Experience2 Years

Contact information
- Contact NameHuman Resources
- Contact Phone07 3624 2***
- Contact *@burniebrae.org.au

Description The Team Leader (Transport) is responsible for leading the Transport team, drivers and volunteers, and for the quality of the transport services they deliver together. This role sets the standard for the team, stepping in to resolve issues, guiding people through challenges and making sure every client receives safe, reliable and timely transport. The Team Leader owns the team's results, including improving utilisation of transport resources, reducing complaints and supporting client wellbeing. With approximately 50% of the role dedicated to leadership and management and 50% to operational work, the Team Leader works alongside the team every day while taking responsibility for its direction, development and success.

KEY RESPONSIBILITIES

Team Leadership

- Provide day-to-day operational leadership, guidance and support to the Transport team, drivers and volunteers, leading in line with Burnie Brae’s values and strategic direction.
- Allocate work according to staff skills, client needs and operational priorities, and monitor workloads across the team.
- Foster a collaborative, team-focused culture where collective output is valued above individual metrics.
- Support staff to manage complex client situations and service issues, and model effective problem-solving, communication and initiative.
- Provide regular feedback and contribute to staff development and performance management processes, in consultation with the Service Delivery Team Manager.
- Work directly with drivers and volunteers, providing clear communication, support and direction.

Transport Operations and Client Care
- Oversee daily transport operations, ensuring schedules, routes and bookings are practical, safe and efficient.
- Ensure pick-up and drop-off times are accurate and communicated clearly to clients, drivers and volunteers.
- Ensure the appropriate vehicle type is matched to each client’s mobility and support needs.
- Monitor turnaround times for transport requests and changes,



ensuring they are actioned promptly.
- Identify and escalate signs of client deterioration, including when a client may no longer be able to travel independently.
- Monitor transport changes, cancellations, delays and incidents, and coordinate appropriate resolutions.
- Carry an operational workload of transport coordination tasks alongside leadership responsibilities.

Utilisation, Quality and Risk
- Work with the Service Delivery Team Manager to identify and address obstacles to utilisation, working towards the targets set during annual reviews.
- Monitor and address transport-related complaints, including those relating to external taxi services, and implement improvements.
- Ensure driver and volunteer compliance, including appropriate driving authority, safety checks and vehicle inspections.
- Ensure incidents, complaints, hazards and risks are appropriately documented and escalated.
- Ensure transport-related client and service information is accurately recorded.

Collaboration and Continuous Improvement
- Work closely with the Service Delivery Team Manager and the other Team Leaders, bringing individual services together to collaborate on shared clients, issues and improvements.
- Contribute to continuous improvement initiatives and escalate operational risks, service gaps and trends to the Service Delivery Team Manager.

Other Responsibilities
- Adhere to workplace health and safety policies and procedures, for self and others.
- Support the organisation’s vision, mission, and values.
- Undertake other duties as reasonably requested.

Key Relationships

- Internal: Service Delivery Team Manager, Intake and Review and Scheduling Team Leaders, Service Delivery Coordinators (Transport), Volunteers and Drivers, Finance Team, Compliance and Quality Team, Senior Leadership Team
- External: Clients and their families/carers,



transport contractors and taxi providers, community partners and referral agencies, funding bodies and regulatory authorities (as applicable)

Requirements

Knowledge/Qualifications

· Minimum Certificate III in Individual Support or 5+ years of relevant experience.

· Current National Police Check (or willingness to obtain).

· Knowledge of the community care sector and/or transport and logistics operations.

Work Experience

· Minimum of 2 years’ experience in aged care or disability services or 5 years in a relevant field.

· Previous experience leading, supervising or mentoring a team is desirable.

· Experience coordinating transport, bookings, or working with volunteers is desirable.

Personal Attributes and Skills

· Demonstrated leadership skills with the ability to build a supportive, team-oriented team culture.

· Strong problem-solving and decision-making skills, with the initiative to act on issues before they escalate.

· Excellent communication and interpersonal skills, including the ability to manage sensitive client and family conversations.

· Ability to prioritise competing operational demands and work effectively under pressure.

· High level of attention to detail and commitment to accurate documentation.

· Confident using client management systems and a range of software programs.

· Consumer-directed, person-centred approach, with a commitment to client dignity, choice, safety and quality.

Summary The Team Leader (Transport) is responsible for leading the Transport team, drivers and volunteers, and for the quality of the transport services they deliver together. This role sets the standard for the team, stepping in to resolve issues, guiding people through challenges and making sure every client receives safe, reliable and timely transport.

The Team

Leader owns the team's results, including improving utilisation of transport resources, reducing complaints and supporting client wellbeing. With approximately 50% of the role dedicated to leadership and management and 50% to operational work, the Team Leader works alongside the team every day while taking responsibility for its direction, development and success.

📌 Service Delivery Team Leader (Transport) (Chermside)
🏢 Burnie Brae
📍 Chermside