Manager Customer Service | Hybrid Role | Not-for-Profit Leadership
Join Us During an Exciting Period of Growth and Transformation
Are you an experienced disability services leader who understands how to balance participant outcomes, workforce planning, service quality and financial sustainability?
Living My Way is continuing to strengthen and evolve our service delivery model. As part of this exciting period of growth, we are seeking an experienced Customer Service Manager to lead our Supported Self-Management (SSM) service model and drive exceptional outcomes for participants, families and stakeholders.
This is a highly influential leadership role responsible for overseeing service delivery, workforce planning, financial performance, risk management and participant engagement across a complex and rewarding service environment.
If you enjoy leading teams, solving complex challenges, building strong stakeholder relationships and delivering sustainable participant-centred services, we'd love to hear from you.
Why join us?
At Living My Way, you’ll be part of a welcoming, values-driven organisation committed to empowering people with disability to live independently. We offer:
- A culture of professional development – we invest in your growth
- Work-life balance – flexible and hybrid working arrangements
- An inclusive and supportive environment - your contribution matters
- Not-for-profit salary packaging – increase your take-home pay
- Additional leave benefits – RDOs, purchased leave, and leave loading
- Free on-site parking – Menai Head Office
About us
Living My Way is a trusted, member-based not-for-profit organisation with over 30 years’ experience supporting people with disability to live independently with choice and control. We are committed to delivering high-quality services while empowering people with disability to achieve their goals and live life their way.
About the role
Reporting to the Executive Manager Customer Experience, the Customer Service Manager is responsible for the leadership, performance and sustainability of Living My Way's Supported Self-Management (SSM) service model.
You will oversee participant outcomes, workforce planning, financial performance, risk management and service quality, while leading a small team responsible for supporting participants, families and stakeholders.
This role plays a key part in ensuring services remain participant-centred, compliant, financially sustainable and aligned with Living My Way's values and strategic objectives.
Key responsibilities:
- Leading the day-to-day performance and sustainability of the Supported Self-Management service model
- Ensuring services remain financially viable, compliant and participant-focused
- Monitoring service utilisation, funding arrangements and revenue performance
- Supporting workforce planning and service delivery within SCHADS Award requirements
- Leading complex participant, family and stakeholder conversations and escalations
- Managing service risks, compliance requirements and quality outcomes
- Building strong relationships with participants, families, providers and external stakeholders
- Partnering with Finance and operational teams to support forecasting and reporting
- Driving continuous improvement initiatives across service delivery and customer experience
- Leading, coaching and developing a high-performing customer service team
About you
You are an experienced disability services leader who combines strong operational capability with excellent stakeholder engagement skills.
You understand the importance of balancing participant choice and control with sustainable service delivery and sound commercial decision-making. You are confident leading teams, managing complex situations and building trusted relationships with participants, families and external stakeholders.
You will also bring:
- Demonstrated leadership experience within NDIS, DSOA, icare or related disability services environments
- Strong knowledge of NDIS funding, service delivery and participant-centred practices
- Sound understanding of SCHADS Award interpretation and workforce planning principles
- Experience balancing service quality, compliance and financial sustainability
- Strong stakeholder engagement, negotiation and conflict resolution skills
- Experience managing risk, service delivery and operational performance
- Strong reporting, analytical and decision-making capability
- Current driver's licence and willingness to travel
Highly regarded:
- Tertiary qualifications in disability, health, business, social services or a related field
- Experience leading change within complex or regulated environments
- Experience working with funders, auditors or regulatory bodies
What makes this role rewarding?
- Competitive salary package
- Hybrid working model
- Rostered Day Off (RDO) program
- Purchased leave options
- Annual leave loading
- Salary packaging benefits
- Free on-site parking
- Ongoing learning and career development
- Opportunity to shape the future direction of a key service area
- Strong commitment to Diversity, Inclusion and empowerment.
How to apply
If you're looking for a leadership role where you can make a meaningful impact while supporting people with disability to live life their way, we'd love to hear from you.
Please submit your CV and a brief cover letter outlining your suitability for the role.
For further information, please contact Sandra De Jesus on 0499 984 880 or email [email protected]
Applications close: Friday 19 June 2026
No agencies.