Sarah Botsford
Darra,QLD
Summary
Proven leader with extensive experience in management and client services. Consistently exceeds performance targets while optimizing operational processes and maintaining budgetary discipline. Skilled in stakeholder engagement, team management, and financial oversight. Strong communication abilities enhance leadership effectiveness and foster high-performing teams.
Overview
14
14
years of professional experience
Work History
Welcome Team - Team Leader
Five Good Friends
Brisbane, QLD
02.2025 - Current
- Lead and manage the Welcome Team to deliver a high-quality onboarding experience for new members, ensuring alignment with brand promise and customer-first values
- Oversee optimisation of new member budgets, ensuring funding is used effectively to maximise in-home care outcomes and support member goals
- Develop and implement frameworks, tools, and processes to improve budget utilisation, operational efficiency, and member experience
- Champion and embed technology solutions to streamline onboarding workflows and enhance service delivery and reporting
- Recruit, onboard, train, and coach team members, with a strong focus on customer service excellence, budget optimisation, and effective use of systems
- Conduct regular 1:1s, performance reviews, and team meetings to drive accountability, capability uplift, and team engagement
- Monitor team performance through data, reporting, and KPIs, using insights to identify improvement opportunities and inform decision-making
- Partner cross-functionally with Care Operations, Workforce, and Care Teams to achieve operational objectives and seamless member transitions
- Manage and resolve member complaints with a focus on timely, fair, and customer-centred outcomes
- Contribute to strategic planning and execution for the Welcome Team, supporting continuous improvement and scalable growth
State Manager
Canteen
, QLD
12.2022 - 03.2024
- Led a multidisciplinary team, with a focus on supervision, development, and wellbeing
- Maximized employee performance ensuring high-quality service provision for young people impacted by cancer
- Developed strategies and plans for new service development.
- Established and maintained strategic relationships with stakeholders driving service growth
- Collaborated within a project team in preparing the organization for accreditation under National Quality and Safety Digital Mental Health Standards.
- Developed policies, procedures, and project plans to ensure compliance and enhance operational efficiency.
- Oversaw financial and administrative operations, including budget management (>$2m)
- National Young Adult Cancer Charity
Regional Manager
Lutheran Services
, QLD
07.2022 - 12.2022
- Provided strategic leadership and operations management for multiple sites, ensuring compliance and financial sustainability.
- Developed Theory of Change, conducted market analysis and developed targeted marketing strategy for new service offerings and location.
- Successfully prepared multiple sites for national accreditation audits.
- Assessed profitability performance against budget and motivated managers to improve results, leading to a 10% increase in profit.
- Modeled a collaborative and supportive team culture.
- State-based Community Services Provider
Service Manager
Lutheran Services
, QLD
09.2021 - 07.2022
- Efficiently managed service documentation and resolved escalated customer issues, ensuring optimal client satisfaction.
- Provided strategic leadership and support to the team, overseeing budgets (>$1m) and reporting for federal and state government departments.
- Cultivated strong relationships with key stakeholders to drive continuous growth.
- State-based Community Services Provider
Community Services Partner
Lutheran Services
, QLD
04.2021 - 09.2021
- Offered high-level administrative support to the Executive - Community Services and Service Managers across diverse areas including Disability, Mental Health, Youth and Family, and Domestic and Family Violence.
- Provided valuable subject matter expertise to the IT Project Team, specifically regarding the development and implementation of a new CRM system.
- State-based Community Services Provider
Client Services Team Leader
Dementia Australia - formerly Alzheimer's Australia
, QLD
07.2020 - 04.2021
- Led and supported a multidisciplinary team across multiple locations in Queensland.
- Implemented and developed CRM processes and procedures for new service delivery programs, ensuring smooth operations and data integrity.
- Generated reports and conducted data analysis on program outcomes, providing valuable insights for executive decision-making and federal reporting.
- Managed allocation of incoming referrals for multiple programs, ensuring equitable distribution and efficient service delivery.
- National Charity
Client Services Team Leader - Disability Services
Dementia Australia - formerly Alzheimer's Australia
, QLD
08.2018 - 07.2020
- Provided support, guidance, and advice through supervision and coaching to a geographically diverse team.
- Led implementation of new CRM process for transition to NDIS, involving stakeholder consultation and development of systems and processes.
- Optimized systems and processes for improved efficiency and service quality; resulting in 25% reduction in processing errors accounting for over $100,000 of income.
- Conducted data analysis, generated reports, and ensured compliance with KPIs and service delivery targets.
- National Charity
Team Leader
Alzheimer's Australia
, QLD
04.2016 - 08.2018
- Supervised teams and individuals, giving feedback on performance and setting goals for improvement.
- Conducted data analysis and generated reports aligned with contract requirements.
- Managed program budgets, implemented continuous improvement initiatives, and maintained quality assurance.
- National Charity
Support Services Advisor
Alzheimer's Australia
, QLD
06.2013 - 04.2016
- Conducted educational sessions, offering valuable information and guidance to individuals living with dementia and their carers.
- Managed the National Dementia Helpline, providing essential support and assistance to callers seeking guidance and information.
- Skillfully facilitated support groups and group-based education and training programs to promote understanding and coping strategies.
- Expertly provided comprehensive case management for individuals with younger onset dementia and their carers.
- National Charity
Team Administrator
Russell Consulting
09.2012 - 06.2013
- Managed the database for Queensland Gas Companies' behavioural-based safety project, ensuring accurate data capture and integrity.
- Designed customized report templates for senior executives.
- Conducted training sessions for managers ensuring comprehensive understanding of safety protocols.
Temporary Administration Support
LSA Recruitment
04.2012 - 10.2012
- Adapted swiftly to distinct organizational structures and processes, consistently delivering exceptional assistance.
- Efficiently handled scheduling, document management, and correspondence, maintaining utmost professionalism and confidentiality.
Education
Graduate Certificate - Business
University of Southern Queensland
Springfield, QLD01.2020
Bachelor of Psychological Science - Psychology
University of Queensland
Brisbane01.2015
Skills
- Strategic Leadership
- Strategic Planning
- Systems Thinking
- Continuous Improvement
- Financial Management
- Change Management
- Stakeholder Engagement
- Policy Development
- Operations Management
- Project Planning
- Human Resources Management
- Training and Development
Timeline
Welcome Team - Team Leader
Five Good Friends
02.2025 - Current
State Manager
Canteen
12.2022 - 03.2024
Regional Manager
Lutheran Services
07.2022 - 12.2022
Service Manager
Lutheran Services
09.2021 - 07.2022
Community Services Partner
Lutheran Services
04.2021 - 09.2021
Client Services Team Leader
Dementia Australia - formerly Alzheimer's Australia
07.2020 - 04.2021
Client Services Team Leader - Disability Services
Dementia Australia - formerly Alzheimer's Australia
08.2018 - 07.2020
Team Leader
Alzheimer's Australia
04.2016 - 08.2018
Support Services Advisor
Alzheimer's Australia
06.2013 - 04.2016
Team Administrator
Russell Consulting
09.2012 - 06.2013
Temporary Administration Support
LSA Recruitment
04.2012 - 10.2012
Graduate Certificate - Business
University of Southern Queensland
Bachelor of Psychological Science - Psychology
University of Queensland