Client Engagement Manager


If you are a motivated and passionate about helping people achieve their goals this job is for you!

Zest Care prides itself on providing personalised care solutions for a range of children and adults living with disability. 

Our purpose is to support individuals and their families to live their life by empowering them to realise their dreams and how these can be achieved.



In this Full-Time permanent position, you will be the first point of contact for people with a disability, their carers, and other service providers requiring information on our support services. As a Client Engagement Manager you will support our existing clients to engage with the NDIS processes, assessing client requirements to establish a referral pathway to relevant services.

Working as part of a wider team in Wollongong, you will provide exceptional customer service, needs assessments, service matching and solution sales in order to provide quality outcomes for people with a disability and their families.



  • Accountable for on-boarding, needs assessments and identifying personal centered solutions that enhance quality of life for clients.
  • Meeting with clients to provide continuous monitoring of the care plan to ensure quality of care/services and continued appropriateness and making adjustments to care plans as deemed appropriate.
  • Commitment to achieving client satisfaction and positive outcomes.
  • Complete Service Bookings on the NDIS portal.
  • Monitor end of plan dates and proactively engage with Client to assist with service renewals.
  • Manage individual client budgets ensuring services requested are adequately funded.
  • Ensure Clients needs and requirements for Support Workers are understood and met.
  • Review complaints and ensure appropriate actions, such as escalation as required to relevant internal Senior team members.
  • Keep up-to-date with developments in the NDIS including strategies, market challenges, customer on-boarding, pricing, and evolving service delivery needs.
  • Maintain and further industry relationships in the sector to grow the use of Zest Care as a preferred supplier of NDIS services.
  • Maintain the confidential Client electronic database.
  • Generate regular reports to assess team performance.
  • Provide supervision and leadership to achieve outcomes for Clients in line with operational requirements.
  • Other duties consistent with the position where required and/or requested by the Zest Management.


Qualifications, Skills and Experience

  • Minimum Cert 3 Disability Services or equivalent
  • Previous experience providing superior Client care and engagement
  • Demonstrated experience developing and maintaining client relationships
  • Sound knowledge of processes and procedures relating to on-boarding new clients
  • Sound understanding of care plan management and review
  • Demonstrated knowledge of the NDIS, services available to Clients and Zest Offering


  • High level of computer literacy, specifically with Microsoft Office
  • Excellent attention to detail
  • Excellent ability to connect and build rapport with multiple stakeholders
  • Highly developed written and verbal communication skills
  • Knowledge of relevant legislation
  • Excellent organisational and time management skills
  • Sensitivity to the confidentiality of personal information
  • Strong interpersonal and influencing skills


Licenses and Checks                     

  • Drivers Licence
  • NDIS Worker Screening Check
  • Working with Children Check

If this sounds like you apply now! 

Please note: we respectfully ask that recruitment agencies do not contact us about this role.

30/03/2021 $0 Wollongong, Illawarra & South Coast 1 Sales
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