Work with us, in a career that matters

About the Role

As the Customer Engagement Team Leader, you will lead and inspire a high-performing team to deliver exceptional customer experiences across all stages of the customer journey. Working closely with the Customer Experience Manager, you will ensure the team provides responsive, person-centred service while maintaining operational excellence, compliance, and continuous improvement.

You will play a key role in supporting customers to access and navigate Ability WA's services, driving positive outcomes and ensuring a seamless experience for customers, families, and stakeholders.

This is a Permanent Full-Time position based at our Coolbinia office.

Key Responsibilities

• Lead the day-to-day operations of the Customer Engagement Team to ensure high-quality customer service and efficient workflow management.
• Monitor and report on key performance indicators, including NDIS compliance requirements, service utilisation, customer engagement outcomes, and plan review activities.
• Provide leadership, coaching, and ongoing performance support to team members.
• Facilitate regular team meetings, training, and development activities.
• Identify opportunities for process improvement and contribute to service enhancement initiatives.
• Manage complex customer enquiries, problem-solve issues, and escalate matters when required.
• Maintain accurate customer records and administrative processes within the Client Management System.
• Build strong working relationships with internal stakeholders to support effective customer pathways and service delivery.

Skills & Experience

• Demonstrated leadership experience, ideally within customer service, community services, health, disability, or a related sector.
• Strong ability to lead teams, drive performance, and achieve KPIs.
• Experience working with NDIS processes, compliance requirements, or disability services (desirable).
• Excellent communication and interpersonal skills with the ability to engage effectively with customers, families, and stakeholders.
• Strong organisational and time management skills with the ability to manage competing priorities.
• Proven problem-solving skills and sound decision-making ability.
• Ability to work autonomously while managing confidential information with discretion.
• Advanced proficiency in Microsoft Office applications and customer management systems.

To register your interest, please click 'Apply Now' and submit your resume along with a one-page expression of interest outlining why you are interested in the role and how your skills and experience align with the key requirements.