Team Manager in Unanderra

This role oversees the Client Contract Officer teams across Newcastle and Unanderra. Travel to the alternate site is required once per month to support team leadership, coaching, stakeholder engagement and operational oversight. All travel expenses associated with these visits will be covered by Uniting.

As the Client Administration Team Leader, you will lead a geographically dispersed team responsible for the preparation, management and administration of Permanent Residential Aged Care Residency Agreements and associated financial and contractual requirements. Reporting to the Client Administration Manager, you will oversee the Client Contract Officers and Client Residential Support Officer, ensuring residents and their representatives receive accurate, timely and compassionate support throughout their aged care journey.

You will work closely with residential aged care services, Finance, Revenues and Receivables, and external stakeholders to ensure admission and residency processes are managed efficiently and in accordance with legislative and organisational requirements. This is a hands-on leadership role that combines operational oversight, team development, stakeholder engagement and continuous improvement.

You will lead a hybrid and remote workforce across Newcastle and Unanderra, building a connected, engaged and high-performing team while maintaining consistent service standards across both locations. You will also play a key role in identifying opportunities to streamline processes, improve service delivery and strengthen compliance, championing practical and sustainable improvements across the Client Administration function.

Key Responsibilities

• Lead, manage and develop the Client Contract Officer team and Client Residential Support Officer, fostering a collaborative, accountable and high-performing team culture.
• Oversee the preparation, negotiation and issuance of Permanent Residential Aged Care Residency Agreements and associated bed movement documentation.
• Ensure all admission and residency documentation is accurate, complete and finalised within required regulatory timeframes.
• Support financial and contractual discussions with residents and their representatives, including accommodation payments, payment methods and ongoing financial obligations.
• Oversee follow-up of accommodation payment arrangements, outstanding lump sums, resident fees and other account-related matters in collaboration with residents, representatives, Services Australia and internal Finance teams.
• Provide guidance and support to Service Managers and administrative teams regarding bed offers, vacancies, bed movements, admissions and financial or contractual requirements.
• Ensure processes, work instructions and documentation remain current and aligned with legislative requirements, organisational policies and disclosure obligations.
• Monitor team performance, workload allocation and service standards, ensuring operational objectives and deadlines are achieved.
• Lead, coach and develop a geographically dispersed workforce across Newcastle and Unanderra, maintaining engagement, communication and accountability across remote and hybrid working arrangements.
• Travel to the alternate site once per month to provide face-to-face leadership, coaching, team support and operational oversight.
• Build strong relationships with internal and external stakeholders to resolve complex enquiries and support effective service delivery.
• Identify and implement continuous improvement initiatives to streamline workflows, improve productivity, strengthen compliance and enhance the client experience.
• Champion the effective use of systems, technology and standardised processes to improve operational efficiency.
• Promote a culture of feedback, learning, professional development, safety and continuous improvement.

About You

You are an experienced aged care professional and people leader who understands the importance of balancing operational efficiency, regulatory compliance and compassionate client service. You have a proven ability to lead teams, manage competing priorities and maintain high standards of accuracy across financial, contractual and administrative processes.

You are confident leading geographically dispersed teams, with experience building engagement, coaching employees and maintaining performance across remote and hybrid environments. You know how to build strong working relationships across a complex organisation, influence stakeholders and work collaboratively to resolve issues. You are also a proactive and improvement-focused leader who challenges inefficient processes, embraces change and looks for practical ways to improve service delivery.

You are comfortable travelling between Newcastle and Unanderra once per month to support your team and strengthen relationships across both locations. Above all, you bring integrity, sound judgement and a genuine commitment to supporting older people and their families.

Qualifications and Experience

To be successful in this role, you will bring:

• A minimum of five years' experience in the residential aged care sector.
• Previous team leadership experience, including managing and developing employees in remote or hybrid working environments.
• Demonstrated experience in aged care administration, resident admissions, contractual documentation or financial processes.
• Applied knowledge of aged care regulatory requirements and Medicare subsidy claims processes.
• Strong customer service skills, with experience supporting aged care residents, families and authorised representatives through sensitive financial and contractual discussions.
• Excellent attention to detail and a commitment to maintaining accurate documentation and records.
• Proven ability to manage competing priorities, monitor team performance and deliver operational outcomes.
• Strong communication, stakeholder engagement, relationship management and influencing skills.
• Demonstrated experience identifying and implementing process improvements and supporting organisational change.
• Ability and willingness to travel between Newcastle and Unanderra once per month to support team leadership and operational requirements, with travel expenses covered by Uniting.
• A commitment to Uniting's purpose and values, with a genuine interest in contributing to positive outcomes for older people and the wider community.

A Higher School Certificate or equivalent clerical or administrative experience is required. A relevant tertiary qualification and process improvement training, such as Lean or Six Sigma, will be highly regarded.

If you require adjustments to participate in our recruitment process, please let us know.