Talent.com
Primacy Care Australia
Service Delivery OfficerPrimacy Care Australia • Melbourne, AU
Service Delivery Officer

Service Delivery Officer

Primacy Care Australia • Melbourne, AU
4 days ago
Job description

We’re looking for a proactive Service Delivery Officer (SDO) to join our team and play a key role in coordinating high-quality, participant-focused supports. This highly administrative role combines rostering coordination, participant engagement, and staff support, ensuring that services are delivered efficiently, compliantly, and with genuine care.

As a key connector between participants, support workers, and management, you’ll help shape a seamless service experience—where people feel supported, valued, and empowered.

What You’ll Do

Participant Coordination & Support

  • Act as the first point of contact for participants—providing timely, professional, and compassionate communication.
  • Maintain strong communication with participants, families, and other stakeholders to ensure satisfaction with service delivery.
  • Ensure supports align with individual goals, NDIS plans, and best-practice principles

Workforce Scheduling

  • Coordinate and manage daily rosters for Mental Health Key Workers and other support staff.
  • Coordinate first sessions and ongoing bookings to ensure smooth service commencement and continuity.
  • Match participants with suitable Key Workers based on skill, experience, and compatibility.
  • Coordinate roster changes, cancellations, and re-allocations with minimal disruption.
  • Keep accurate documentation, notes, and logs in line with organisational policy.

Team Engagement & Service Quality

  • Conduct quarterly 1:1 check-ins with Key Workers to support wellbeing, performance, and professional development.
  • Escalate incidents, risks, or concerns in accordance with policy and NDIS standards.
  • Collaborate with internal teams, clinical providers, and families to ensure integrated, high-quality service delivery.
  • Support continuous improvement through feedback, data tracking, and compliance audits.

About You

Qualifications

  • Certificate IV or higher in Community Services, Mental Health, Disability, or related field (or equivalent experience), not essential but highly regarded.

Experience

  • Proven experience in service coordination, rostering, or operational service delivery (NDIS or community sector preferred).
  • Strong understanding of NDIS Practice Standards, Code of Conduct, and participant rights.

Skills & Strengths

  • Excellent communicator—professional, empathetic, and adaptable.
  • Confident with technology, including rostering systems, CRMs, and Microsoft Office.
  • Highly organised with strong attention to detail and follow-through.
  • Problem-solver who can juggle competing priorities and stay calm under pressure.
  • Collaborative mindset with a commitment to quality and participant outcomes.

Mandatory Requirements

  • NDIS Worker Screening Check (or willingness to obtain)
  • Working with Children Check (Employee – VIC)
  • National Police Check (issued within past 12 months)
  • Completion of the NDIS Worker Orientation Module

Why Join Us?

  • Ongoing training & leadership development opportunities
  • Supportive, values-driven team culture
  • Opportunity to shape a growing organisation committed to real participant outcomes
  • NOTE: This position is not classified as a hybrid role, and is based at our National Office in Cranbourne, VIC.

If you are passionate about making a difference and meet the above requirements, we would love to hear from you.

#J-18808-Ljbffr

Create a job alert for this search

Service Delivery Officer • Melbourne, AU

Similar jobs

Customer Service Officer

Auto & GeneralMalvern, VIC, AU

Our customers never expect to have an accident.Your role is to provide stress relief and peace of mind to our customers when they need us most.You will work with repairers and customers, communicat... Show more

Client Services Officer

RIVA Recruitment - AustraliaMelbourne, AU

Join to apply for the Client Services Officer role at RIVA Recruitment - Australia.Our client is an established financial planning and wealth management firm, who specialise in assisting affluent p... Show more

 • Promoted

Service Delivery Manager

DomainWilliamstown, AU

Lead the ongoing delivery and performance of a high-impact SaaS platform used by Domain clients.Build trusted partnerships with senior stakeholders while driving operational excellence.Hybrid worki... Show more

 • Promoted

Patient Services Officer

EpworthMelbourne, AU

Epworth HealthCare is Victoria’s largest not-for-profit private health care group, renowned for excellence in diagnosis, treatment, care and rehabilitation.Epworth is an innovator in Australia’s he... Show more

 • Promoted

Hybrid Customer Care & Service Delivery Manager

Electrolux Professional GroupMelbourne, AU

A global leader in food service and laundry equipment is seeking a Customer Service Manager in Melbourne.The role entails managing dealer performance, overseeing a service team, and ensuring timely... Show more

 • Promoted

Customer Service Officer - Spring Racing Carnival

ProgrammedFlemington, VIC, AU

Working at the iconic Flemington Racecourse.Attractive pay, including paid training.We are looking for dedicated and personable Customer Service Staff to join our team supporting the Spring Racing ... Show more

Deputy Chief Delivery Officer — Scale Client Delivery

InfluxMelbourne, AU

A high-growth services company is seeking a Deputy Chief Delivery Officer (CDO) in Melbourne to enhance client retention and operational efficiency.The role involves leading cross-functional teams ... Show more

 • Promoted

Customer Service Officer - Call Centre

DIXON APPOINTMENTS | Recruitment AgencyMelbourne, AU

Accounts Receivable Customer Service Officer - Call Centre.Accounts Receivable Customer Service Officer - Call Centre.Get AI-powered advice on this job and more exclusive features.DIXON APPOINTMENT... Show more

 • Promoted

Service Delivery Manager

Acquire IntelligenceMelbourne, AU

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients.Come work at a place where innovation and teamwork come together to suppor... Show more

 • Promoted

Customer Service Officer

Sharp & CarterMelbourne, VIC, AU

Customer Service Administrator $65,000 – $67,000 + Super.Day WFH Once Fully Trained | Full-Time Permanent.We are currently seeking a Customer Service Administrator to join a well-established organi... Show more

Service Availability & Delivery Lead

nbn® AustraliaMelbourne, AU

A leading telecommunications provider in Australia seeks a Service Availability Manager responsible for ensuring operational excellence and partner satisfaction.This role involves managing resource... Show more

 • Promoted

Technical Delivery Manager – Managed Services (MEL)

The Recruitment AlternativeMelbourne CBD, VIC, AU

Be the trusted advisor to key enterprise clients | Drive delivery-led growth | Enable innovation.Employee referral rewards and staff discounts.Opportunities to lead innovation and make a real impac... Show more

NDIS Intake and Scheduling Officer

Ability Action AustraliaWilliamstown, AU

We are one of the largest providers to the NDIS, supporting over 10,000 participants every year with the care they need, when and where it is needed.We have a multi-disciplinary team approach, buil... Show more

 • Promoted

Customer Service Officer | Community Bank Canterbury | VIC

Bendigo BankMelbourne, AU

Customer Service Officer | Community Bank Canterbury | VIC.Customer Service Officer | Community Bank Canterbury | VIC.We’ve never been ‘just a bank’.Just like you should never be ‘just an employee’... Show more

 • Promoted

Service Delivery Lead

First FocusMelbourne, AU

So, you're the kind of Service Delivery leader who actually delivers? You know the type.Operational without being robotic.You can speak to a CIO and a Level 1 tech in the same hour, and both walk a... Show more

 • Promoted

Manager - Service Management

Michael PageDocklands, VIC, AU

Opportunity to Build and Own the Entire IT Service Management Function.The client is a market-leading Australian construction, property and finance organisation with a 45+ year history of innovatio... Show more

Service Delivery Manager

Bravura SolutionsMelbourne, AU

Be among the first 25 applicants.At Bravura Solutions, collaboration, diversity and excellence matter.We value your ideas, giving you room to be curious and innovate in an exciting, fast-paced, and... Show more

 • Promoted

Wagering Services Officer

Amused GroupMelbourne, AU

Amused Group specialises in end-to-end product creation that leverages intuitive design, disruptive technologies and an agile framework.We disrupt, we innovate, we are at the cutting edge of the wa... Show more

 • Promoted

Service Delivery Manager

Fusion5Melbourne, AU

Lead service delivery that builds trust, value, and long‑term customer success.Thrive in a people‑first culture where you’re empowered to make things happen.Flexible working and a strong focus on w... Show more

 • Promoted

Client Service Officer

Lotus PeopleMelbourne, AU

Be among the first 25 applicants.Get AI-powered advice on this job and more exclusive features.Lotus People are delighted to bring to the market this fantastic Client Service Officer position withi... Show more