Manager Client Engagement
Manager Client Engagement
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Job Description
About the organisation
Relationships Australia Northern Territory (RA-NT) is a community-based not-for-profit non-government organisation providing a broad range of services for all members of the community regardless of religion belief age gender sexual orientation lifestyle choice cultural background or economic circumstances.
We empower individuals families and communities to grow through a rich culture of belonging connection and respectful relationships.
What we value
- Listen with compassion
- Work together with respect
- Celebrate difference and promote fairness
- Strive for quality and trust
About the role
- Reporting to the Director Practice Quality this position will see you responsible for leading the Client Service Officers (CSOs) and Intake team to deliver seamless high quality and client centred services as part of the frontline of the RA-NT service program portfolios.
- Acting as a key link between counselling mediation and front-line support this position ensures a connected and responsive client journey from the moment a client first engages with RANT.
- With a strong focus on performance continuous improvement and operational alignment the Manager will identify frontline service gaps and implement practical data-informed solutions and support staff through coaching and collaboration.
- This is a hands-on leadership role and crucial to the position is the ability to lead from the front with a focus on enhancing the client experience while aligning service delivery in achieving strategic organisational goals.
- Client experience is truly at the heart of what RANT does.
- Combining both strategic and operational accountabilities this position will see you leading across three key accountabilities. This is an on-site position.
People Leadership
Fostering a collaborative and high-performance culture by supporting and developing Client Service and Intake Officers managing workloads and professional growth providing regular coaching and feedback and identifying emerging staff and client needs to inform leadership decisions.
Service Coordination and Client Journey
Driving seamless coordination between Intake client services and program delivery to ensure a client-centred inclusive experience. The role is integral in supporting the balance of caseloads management of waitlists and the removal of service barriers through close collaboration with managers and practitioners. Partnering with the Director the Manager identifies gaps and implements improvements based on client feedback and evaluations fostering continuous enhancement across the entire client journey.
Operational
Ensuring Client Services and Intake practices align with organisational policies and best practices by supporting policy development and implementation alongside the Practice Quality team. The role uses data and feedback to drive evidence-based improvements maintains a safe work environment through WH&S compliance and monitors client-related risks. Representing Client Services and Intake in organisational forums the Manager contributes to strategic planning and works closely with Corporate Services and Finance to ensure consistent people-related business rules.
About you
You will be a client or customer centric professional prioritising and coordinating the needs and experiences of clients in every decision and action while leading and collaborating effectively with your team and other staff across an organisation. With a keen eye for identifying opportunities for improvement you are a person who can guide and inspire others to embrace change and work together towards shared goals bringing enthusiasm and commitment to driving positive outcomes. You understand the journey approach and understand how to include and bring others along. You are a strategic thinker who is solutions focussed and you understand and can lean into the hands-on nature of this role.
More about essential background skills
- Demonstrated leadership experience in managing leading and coordinating teams within comparable environments.
- Proven ability to oversee complex workflows effectively prioritising competing demands and consistently delivering efficient high-quality services aligned with organisational goals.
- Strong empathy and deep understanding of diverse client or community needs and vulnerabilities with a proven commitment to fostering safe inclusive and client centred environments.
- Track record of identifying service or operational gaps including KPIs and driving practical data informed improvements that enhance service delivery and client outcomes.
This is an opportunity where you will be able to make a meaningful impact whilst being valued for the experience that you bring.
Requirements
- A satisfactory Northern Territory working with children check (Ochre Card).
- A satisfactory national criminal history check.
- A commitment to our Safeguarding Children Practice and Behaviour Guidelines.
- Current NT Drivers License
How to apply
Please apply with both a resume and cover letter that outlines how your experience is a match. For a copy of the full position description please visit further information or to have a confidential discussion please contact Nathalia or
Relationships Australia NT encourages applications from people of all ages nationalities abilities and cultures including Aboriginal & Torres Strait Islander peoples CALD the LGBTQI community and people living with disability. We are happy to adjust our recruitment process to support your accessibility needs.
Required Experience:
Manager
Employment Type
Full-Time
