Service Delivery Team Leader

Do you have a passion for achieving client satisfaction, with a strong ability to have difficult conversations and get the best from people? 

As a Service Delivery Team Leader, you will support and develop a large team of passionate community workers who provide a wide range of in home services to our aged care clients around the Gosford/Wyong areas so you must be based in the region ideally.

Previous experience within the Community/Aged Care industry is essential.

"As a Team Lead at Silverchain, I thoroughly enjoy mentoring team members and helping them succeed in their careers. I have found that Silverchain fosters a positive and collaborative work environment and offers many opportunities for professional development and career growth". Team Lead – Silverchain.

What’s on offer

Team Leaders provide coaching, ongoing support, and direction to a geographically dispersed team with the goal of achieving exceptional client service. You will be the daily point of contact for your team, manage team and individual performance, and drive safety initiatives. You will also conduct interviews and inductions for new Care Workers, manage payroll and other administrative tasks, and handle client escalations as needed with support from the management team. We need someone who can take initiative in recognizing performance gaps early and addressing them constructively through coaching, feedback, and support.

This is a full-time permanent role. Most of your time will be spent on the road with your team and when required, you may be able to work from home. Some travel to the Bella Vista office in Sydney is also required. 

What we’re looking for

• Previous experience managing a large team within the Community/Aged Care industry is essential.
• Demonstrated people leadership experience with a strong ability to have difficult conversations and get the best from people.
• High-level interpersonal skills, with an ability to communicate across all levels.
• Exceptional time management skills with an ability to work well under pressure.
• Strong passion for compliance and achieving customer satisfaction.
• A strong focus on safety first 
• Stakeholder engagement and problem-solving skills.
• Relevant qualifications (or equivalent experience) in Leadership plus Training and Assessment are desirable.

The role

• Provide coaching, leadership and direction to the team to achieve exceptional client service for our valued aged care clients.
• Developing staff at all stages including recruitment, induction, buddy runs and actively support safety and well-being initiatives. 
• Perform a range of administrative tasks such as payroll, timesheets, and invoices.
• Mentor team members to drive positive change and ensure compliance is maintained throughout the team.
• Work closely with the Human Resources team to manage and escalate employee-related matters, including performance, conduct, wellbeing, and compliance issues.
• Collaborate with multiple departments and stakeholders.
• Hybrid role, working autonomously from home as well as being out in the field with your team members, doing 1-1's, group meetings and in-field assessments.
• Includes rotations within the Contact Centre, answering calls from field workers around the country, offering first call resolution.

How to apply

• Internal application deadline: 5pm, Tuesday 5th May 2026.
• Application process: Before applying for the above roles, please review the job requirements carefully, consider how your experience aligns and seek your manager’s endorsement. To properly track and manage applications, please apply via the links above as we will not accept applications via email.

If you have any questions, please reach out to [email protected]