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Team Leader / Client Services Lead

Cancer Council NSW
  • Leadership of 2 client centric teams – Phone based case managers who communicate with clients to explain service information, scope of services and also assess clients' eligibility for services PLUS the back-end admin support team
  • It offers a great opportunity for someone looking to move into a Not for Profit role with purpose, and a next step in their career, utilising Team Leader experience in a professional services customer based role in any industry, however an understanding of NFPs or community-based organisations affected by cancer, would be advantageous

We are Australia's leading cancer charity, working across every area of every cancer. Every day, we support families affected by cancer when they need it most, speak out on behalf of the community on cancer issues, empower people to reduce their cancer risk, and find new ways to better detect and treat cancer.


The Cancer Information and Support Services (CISS) Division aims to empower and support people affected by cancer, so that no-one need face cancer alone. This Division assists people as they navigate the cancer journey, easing their emotional and practical burdens and helping them make informed decisions.

CISS identified ways to become more client centric and in doing so, reimagined the way we will work to help us be an agile and flexible workforce to give our clients a seamless experience with Cancer Council. This has resulted in new teams, new roles and even better ways for CCNSW to offer support, ensuring our clients are at the heart of what we do.

This new role has been introduced as part of this new initiative.

Based in our Woolloomooloo office, you will be leading the newly created Client Experience, Client Services team. This team provides direct case management to people affected by cancer, ensuring their practical, legal and financial and psychosocial needs are met with appropriate support services throughout their cancer trajectory.

The team also provide service delivery administration support, ensuring efficient and effective information and support is provided to all clients.

What's involved?

The key purpose of the Lead, Client Services is to lead the Client Experience, Client Services team, ensuring the practical, legal and financial and psychosocial needs of clients are met through the delivery of high quality, efficient information and support services.

The Lead will ensure the continuous improvement and future sustainability of Cancer Council’s client-centric approach, as well as provide leadership and day-to-day management of a team of client services coordinators, operations coordinator, administrators and volunteers.


This is a leadership role (currently 5 direct reports, including a Team Leader of the Admin team who has 4 direct reports) with a focus on streamlining workflows for the 2 teams; implementing best practice and process improvements for the team on the phones; and coaching and mentoring.

Key responsibilities:

  • Lead and cultivate a high performing team of client services coordinators and administrators, ensuring achievement of performance objectives, and on-going development, engagement, and retention of staff.
  • Champion a client centric culture, actively working to improve our understanding of client needs and enhance the client experience across our staff and services.
  • Manage the day-to-day operations and workflow of the Client Experience, Client Services team, driving first-class service experience for people affected by cancer, ensuring provision of high-quality case management to clients and efficient administration of services, including ensuring adequate resourcing and timely turnaround of information and support.
  • Provide ongoing support, formal debriefing opportunities and develop self-care strategies and enhanced resilience of the Client Services team.
  • Collaborate with service Leads and subject matter experts across the division to ensure service delivery processes are optimised, service delivery timeframes for clients are met, and to troubleshoot and escalate client issues.
  • Contribute to the development and monitoring of strategic, operational, and budgetary plans and reports of the Client Services team.
  • Support with education of referrers around scope and eligibility of services including overseeing the provision of in-services and community education across NSW as required.

Should you apply?

It’s a new role and new team, so the ability to improve processes where needed, and the patience to work through any initial unforeseen challenges is essential!

You will have experience in leading teams who have client/customer service deliverables and you will also need:

  • Demonstrated exceptional experience in delivering client/customer service and high quality client experience
  • Demonstrated ability and experience leading a customer centric, engaged team to achieve objectives
  • Demonstrated ability to manage, lead and adapt to change
  • Demonstrated ability to work in a collaborative, cross functional way with key internal and external stakeholders to deliver improved outcomes for clients
  • Demonstrated project management skills
  • Demonstrated ability to work within and manage budgetary requirements
  • Experience in implementing, monitoring, evaluating and improving services/programs
  • High level written and oral communication skills
  • Skills and experience in communication strategies for supporting vulnerable clients/people in distress
  • Experience in a not-for-profit or community-based organisation affected by cancer, would be advantageous

Please note internally this role is called Lead, Client Services

CCNSW Diversity and Inclusion statement

Cancer Council NSW is an inclusive place to volunteer and work. We embrace diversity, celebrate our differences, and inspire each person to be their authentic self at work. As we strive to represent the communities we serve, we welcome and actively encourage applications from Aboriginal and Torres Strait Islander people and other diverse groups. As such, if you require any adjustments to submit your application, please get in touch with us at careers@nswcc.org.au, using the subject line: Team Leader / Client Services Lead enquiry via EthicalJobs.

Why wait! Apply online by visiting our website directly, click Apply Now then click on the role title and submit your cover letter and resume!

If you have any questions or need any additional information, please do not hesitate to call Bridget on (02) 9334 1436.

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