Management (Community Services & Development)
Come and join Australia's most innovative and dynamic home health organisation! About us
Hi there! We're Five Good Friends, an approved aged care and registered NDIS service provider. We help our clients (we call them Members) live vibrantly in their own homes by wrapping a care team around them and their families. Our software coordinates in the background so our teams can do their best work.
Good people using friendly software is how we do care differently and why we're invited back into the homes of our Members - over 28,000 times a month. More and more people are choosing Five Good Friends, and we want to help them. Our carers (we call them Helpers) play a key role in creating the magic for our members. Five Good Friends strives to form high-quality, long-lasting connections between Members and their Helpers.
About the Role
As the Welcome Team - Team Leader, you will lead the Welcome Team's operations to ensure new Members have a wonderful onboarding experience. You will drive team and Member outcomes through operational excellence, technology integration, and a clear customer focus. This role oversees the budgets of new members, so they receive the care they need in the home.
The core responsibilities of the role include:
Lead and manage the Welcome Team to ensure that new FGF members have a great first experience with Five Good Friends, and have their budgets optimised to ensure they are receiving great care. Ensure that the members of the Welcome Team are trained and follow the relevant processes and procedures and are providing an experience that is consistent with the FGF brand promise. Identify areas for improvement in team efficiency or Member experience. Identify and champion technology solutions to enhance operations or the member experience and outcomes. Create the frameworks and tools for the team to drive the optimisation of Member budgets, ensuring they receive maximum benefit from their funding and support. Lead the team in being an advocate and facilitator for Members to achieve their goals and enhance their lives. Partner and collaborate with other leaders and teams to meet the business's operational objectives. Manage Member complaints to a clear resolution. Recruit, train, and coach Welcome Team members, focusing on up-skilling in key areas such as budget utilisation, customer service, provision of exceptional quality care, and use of technology. Conduct regular 1:1s, performance reviews, and team meetings with a clear purpose aligned to the business. Record and prepare reports on results, statistics, and overall team performance. Assist with strategic planning and execution for the Welcome Team. Do you have what it takes?
You are passionate about building and leading teams to achieve great outcomes, with our community members and Five Good Friends ethos at the forefront.
You will also offer:
Tertiary qualifications in Allied Health, Nursing, Business, or another relevant field are highly desirable. Understanding of the Home Care Package Program with a focus on optimising individual budgets and delivering high-quality care outcomes for Members. Experience in program development, including identifying and prescribing assistive technology solutions to enhance well-being and quality of life. Experience in Aged Care and working knowledge of Aged Care Quality Standards. Experience in using data to identify opportunities for improvement. A leader who thrives on providing excellent service in a fast-paced environment. Ability to lead a team through change and deliver outcomes in line with business objectives while providing exceptional customer service. Interest in utilising technology to solve real problems. Demonstrated ability to coach, develop, and motivate team members, creating a positive and engaged working environment aligned with our values. High-level attention to detail, time management, and organisational skills. A problem-solver and negotiator who can advocate for members while driving business outcomes. Unlimited working rights in Australia. A successful NDIS Workers Screening Clearance, or willingness to apply. What's in it for you? The way we work and the perks we offer are designed to help you live a fulfilling life. The work we do is meaningful, and the problems we solve are interesting.
A competitive salary package that will recognise your skills and experience. Flexible work options – this role is based in the head office in South Brisbane; however, flexibility to work from home a few days per week can be provided. Annual $500 health and well-being allowance to spend on anything contributing to your health and well-being away from work. On top of the standard 4 weeks of annual leave, after your second year, you will accumulate an additional day of annual leave each year you are with us. You will also have access to our Pandemic Leave policy and have the chance to purchase additional annual leave. Access to our employee assistance programme, where you can receive free confidential and professional counselling. Parental leave benefits – All caregivers who are eligible for the government's paid parental leave scheme will receive top-up wage payments. Additionally, primary caregivers will receive top-up superannuation payments for their first year of unpaid parental leave. One free Five Good Friends membership plan, which covers the Care Management fees. This can be used for a loved one who is supported by Five Good Friends. This could be worth more than $7000/yr. Working for a company that has an employee engagement score that is 17% higher than the industry average, and 7% higher than the top 25% industry average. And… after 5 years of continuous service, you will receive a trip to Okinawa, Japan - the community that inspired the creation of Five Good Friends. Costs of your return economy airfare, 5 nights in hotel accommodation and airport transfers will be paid. How to Apply If this role sounds like you, please click on the apply button and follow the prompts. We will get in touch if you are shortlisted for this opportunity. Please include your CV and a cover letter in your application, telling us a bit about yourself and your suitability for this role within our organisation.
Please, no external agencies or recruiters.
Your application will include the following questions:
Which of the following statements best describes your right to work in Australia? How many years of people management experience do you have? Do you have customer service experience? Have you worked in a role which requires a sound understanding of the residential aged care accreditation standards? What's your expected annual base salary? To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory.
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