Service Delivery Team Lead – Home & Aged Care

About the role

Healthcare Australia is seeking an experienced Service Delivery Team Lead to oversee Home Care and Aged Care Support Workers across Sydney. This hands‑on leadership role involves coaching staff in the field, building strong client relationships, and ensuring high‑quality care delivery.

Key responsibilities

• Coach, mentor and support Support Workers through onboarding, training, field visits and ongoing development.
• Build strong client relationships, respond to concerns and complaints, and ensure services are delivered safely and to a high standard.
• Work with Rostering and Recruitment to manage availability, fill shifts, support workforce planning and strengthen retention.
• Identify opportunities to improve the workforce, client experience, service delivery and ways of working.
• Partner with Care Managers, Recruitment, Rostering and the wider HCA team to solve problems and deliver excellent service.

Required profile

• Energetic, solutions‑focused leader who enjoys being close to the team.
• Experienced people leader with a strong understanding of frontline care and vulnerable clients.
• Confident in managing client concerns, complaints and difficult conversations.
• Excellent relationship‑building and communication skills.
• Ability to manage multiple priorities in a busy environment and work across multiple stakeholders.
• Current driver’s licence and ability to travel across the service area.

Required skills

• Coaching, mentoring and staff development experience.
• Understanding of frontline care realities.
• Client‑concern and complaint management.
• Relationship‑building and communication.
• Multi‑tasking and stakeholder collaboration.
• Valid driver’s licence for field visits.

What we offer

• Work Life Leave – 5 additional days off after one year.
• Hybrid working – 3 days in office during probation, then 2 office / 1 home day.
• Opportunities to grow leadership and workforce management career within a growing healthcare organisation.