Dynamic Customer Care Manager with a proven track record at Tender Loving Care Disability Services, excelling in team leadership and customer service expertise. Skilled in mentoring and effective delegation, I enhance client satisfaction and operational efficiency while ensuring NDIS compliance. Committed to fostering strong relationships and driving continuous improvement in service delivery.
Overview
8
8
years of professional experience
Work History
Customer Care Manager
Tender Loving Care Disability Services
05.2024 - Current
Manage all client onboarding across Victoria, including intake meetings, service agreements, and coordination of supports in line with NDIS requirements.
Oversee billing operations, including PRODA service bookings, provider payment submissions, recurring invoices, and reconciliation in Xero.
Maintain strong relationships with clients, families, support coordinators, and stakeholders, ensuring high satisfaction and effective communication.
Supervise the Customer Care team, providing leadership, training, and performance support to ensure consistent service quality.
Collaborate with internal teams (Accommodation, Rostering, Finance, and Quality) to ensure smooth operations and client-focused outcomes.
Manage and monitor referrals, client exits, and funding transitions, preparing weekly and monthly service reports.
Attend care team and stakeholder meetings, representing TLC with professionalism and a person-centred approach.
Ensure all service documentation and client records meet NDIS and organisational compliance standards.
Organise and oversee events, networking sessions, and client engagement activities to strengthen community connections.
Support clients and families to navigate the NDIS, including plan renewals and funding management.
Customer Care Facilitator
Tender Loving Care Disability Services
03.2023 - 05.2024
Assisted with client onboarding and intake, ensuring all required documentation, service agreements, and NDIS plan details were accurately recorded in CareVision.
Monitored client satisfaction and engagement, following up on feedback and resolving service concerns in a timely and professional manner.
Managed data entry and updates in CareVision and Xero, maintaining accurate client, billing, and funding information.
Liaised with internal teams (rostering, finance, accommodation, and day programs) to ensure service delivery met client expectations.
Prepared and distributed quotes, invoices, and service bookings through PRODA under supervision.
Assisted with NDIS compliance by ensuring documentation met quality and policy requirements.
Coordinated and participated in client events, community programs, and information days, promoting TLC services and strengthening family relationships.
Provided administrative support for provider payments, referral tracking, and internal reporting.
Built strong, trusting relationships with clients and families by maintaining open and consistent communication.
Direct Services Coordinator
Tender Loving Care Disability Services
09.2021 - 03.2023
Coordinated and managed daily rostering for support workers across multiple accommodation and community programs, ensuring adequate coverage and alignment with client needs.
Oversaw staff scheduling, shift replacements, and last-minute changes, maintaining continuity of care and compliance with NDIS service standards.
Supported a team of support workers through supervision, performance feedback, and clear communication of client goals and expectations.
Collaborated closely with the Customer Care and Accommodation teams to match staff skill sets with participant requirements.
Responded promptly to staff and client concerns, resolving issues efficiently to maintain high-quality service delivery.
Monitored and recorded staff attendance, timesheets, and incident reports, ensuring accuracy and compliance with organisational procedures.
Assisted in recruitment and onboarding of new support staff, including orientation, documentation checks, and training coordination.
Ensured effective communication between management, support teams, and families to deliver person-centred and consistent care.
Contributed to continuous improvement by identifying rostering inefficiencies and suggesting workflow enhancements.
Maintained internal systems with up-to-date staff and scheduling information to support operational transparency.
Community Support Worker
Tender Loving Care Disability Support Worker
05.2021 - 09.2021
Provided person-centred support to NDIS participants, assisting with daily living activities, personal care, and community participation.
Supported clients to build independence, social skills, and confidence through tailored community engagement programs.
Assisted clients with transport, attending appointments, social outings, and recreational activities while maintaining safety and dignity.
Followed individual support plans and behaviour management strategies, ensuring consistency with client goals and therapeutic recommendations.
Maintained accurate and detailed progress notes, incident reports, and shift documentation in compliance with NDIS standards.
Worked collaboratively with families, support coordinators, and allied health professionals to ensure high-quality, consistent care.
Supported clients with meal preparation, medication prompts, and household tasks, promoting choice and independence.
Adapted communication and support strategies to meet diverse needs, including clients with autism, intellectual disabilities, and mental health conditions.
Contributed to a positive team culture by communicating effectively with colleagues and participating in regular team meetings.
Upheld TLC’s values of compassion, integrity, and empowerment in all client interactions.
Cashier Team Lead
Foodworks Dallas
11.2019 - 01.2020
Supervised and supported a team of cashiers and floor staff, ensuring smooth daily store operations.
Provided training, guidance, and performance feedback to new and existing staff to maintain excellent customer service standards.
Managed cash handling, daily reconciliations, and end-of-day balancing for all registers.
Oversaw customer service operations, resolving escalated customer issues with professionalism and efficiency.
Ensured compliance with store policies, WHS standards, and food safety regulations.
Assisted with rostering, task delegation, and shift coverage to maintain adequate staffing levels.
Monitored stock levels and merchandising, coordinating with suppliers and store managers for replenishments.
Processed transactions accurately and efficiently using EFTPOS and POS systems.
Promoted a positive team culture by fostering collaboration, accountability, and strong communication.
Customer Service Cashier
Freshplus Roxburgh Park
10.2017 - 08.2019
Provided friendly and efficient customer service, assisting shoppers with enquiries, product locations, and purchases.
Operated cash registers and EFTPOS systems, handled cash accurately, and balanced tills at the end of each shift.
Maintained clean, organised, and well-stocked shelves, ensuring store presentation met company standards.
Supported daily inventory checks and restocking of fresh produce, dairy, and grocery items.
Assisted in receiving and unpacking deliveries, ensuring stock rotation and correct labelling of perishable items.
Handled customer complaints and returns professionally, ensuring a positive shopping experience.
Collaborated with team members to meet daily sales targets and deliver excellent store service.
Ensured compliance with food safety and hygiene standards at all times.
Developed strong communication and time management skills in a fast-paced retail environment.