Client Services Manager in Maroochydore

Since 2019, Body & Mind Online has supported more than 9,000 Australians with their mental health and wellbeing through accessible, personalised care. Our network of 100+ registered mental health professionals delivers telehealth and onsite services, complemented by daily mindfulness practices including meditation, yoga and breathing exercises. In partnership with Calm, we also provide clients and practitioners with access to hundreds of hours of premium mindfulness and wellbeing content in seven languages, supporting better mental health, sleep and overall well-being.

We are excited to offer an opportunity for an experienced and compassionate Client Services Manager to join our growing team at Body & Mind Online in a full-time position. This is a key leadership role within our psychology and allied health practice, where you will lead, coach and support our established, high performing Client Support team. You will guide team priorities, coordinate daily operations and lead by example on the frontline, ensuring a consistently high standard of client service.

Overseeing the client journey from initial enquiry and onboarding through to appointment coordination, practitioner support and ongoing communication, you will play an important role in delivering a positive experience for our diverse client base, including current and ex-serving ADF members. This is an opportunity to make a meaningful contribution to mental health support while helping improve team performance, service quality and operational processes.

The position offers a hybrid working environment, with regular attendance at our South Bank head office in Brisbane for team collaboration, training, meetings and connection with the wider team.

Key responsibilities:

• Lead, coach and support the established, high performing Client Support team, setting priorities, coordinating daily workflows and ensuring calls, bookings and the client support inbox are appropriately covered.
• Monitor and report on weekly KPIs, review and develop call scripts, and provide ongoing guidance, feedback and development to team members.
• Identify opportunities to improve systems, processes and service delivery, making recommendations to support team performance and operational efficiency.
• Oversee the client journey from initial enquiry and onboarding through to appointment coordination, ongoing support and program exit, ensuring a prompt, professional and personalised experience.
• Oversee accurate and timely client administration, including online profiles, referrals, portal registration, weekly telehealth bookings, cancellations, rebooking at client or practitioner request, and portal troubleshooting.
• Manage high volumes of inbound and outbound calls, emails and text enquiries, ensuring queries are addressed promptly and client support tasks are actioned efficiently.
• Build strong working relationships with clients, practitioners, team members and management, maintaining clear communication, confidentiality and ethical standards.

Requirements:

• Minimum 3 years’ experience in a client service role, including at least 1 year in a team leadership or supervisory position.
• Proven ability to lead, coach, motivate and develop a team.
• Experience managing high volumes of inbound and outbound calls in a fast-paced environment.
• Excellent communication skills, with the ability to build rapport with clients and team members.
• Strong organisational and time management skills, with high attention to detail.
• Proactive, adaptable and professional, with a strong work ethic and a focus on continuous improvement.

Why join Body & Mind Online:

You'll be joining a growing team where client experience genuinely matters. We offer full-time employment with genuine flexibility in line with company policy, a collaborative, supportive and close-knit team, competitive salary, opportunities to grow alongside an expanding psychology and allied health practice, and a role where your contribution has a direct impact on the experience of clients and practitioners. Wellbeing benefits that go beyond the usual workplace offering, including free premium Calm app access, gym discounts and PT discounts.

Body and Mind is an equal opportunity employer, and we welcome applicants from all backgrounds. We believe that diversity and inclusivity are key to our success, and we are committed to creating a workplace that values and respects all individuals.

Body and Mind appreciates the time taken to make an application, however due to the high volume of applicants expected, we cannot respond to every application. If you have not had a response within four (4) weeks of your application, please consider that your application has been unsuccessful at this time.