The Support Partner Manager leads teams to deliver excellent customer care, driving performance improvements and managing complex case escalations in aged care services.
HomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us:
1. We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care
2. We believe in technology as an enabler
3. We’re driven by helping customers attain better outcomes
This position is part of the HomeMade team.
About HomeMade
HomeMade is an approved aged care provider dedicated to improving its customers' lives by empowering older people to self-manage their service providers with the assistance of our clinical and customer support teams.
Our transformative technology platform helps thousands of people retain choice and control by allowing them to create unique support plans that meet their specific needs and optimise their funds.
By working at HomeMade, you can play a crucial role in helping older people maintain their independence and live fulfilling lives in their own homes. You’ll be joining a team that is passionate and dedicated to making a meaningful difference in the lives of others.
To find out more, visit https://homemadesupport.com.au/
About the role
As our Support Partner Manager, you’ll lead a team of Support Partner Team Leaders (and their teams) to deliver exceptional customer care across all aspects of Home Care Package management, from crafting support plans and budgets to retaining customers and responding to change. You’ll champion performance, drive process improvement, and be the go-to person for complex care management escalations.
This is a strategic, people-first leadership role. You’ll be at the heart of operational delivery, ensuring our team is supported, systems are working, and customers are receiving the best care possible. You’ll also be part of HomeMade’s broader management team, helping to shape the future of our services as we grow.
What You’ll Be Doing
Leadership & Culture
- Develop and coach Support Partner Team Leaders to foster growth, performance and engagement
- Promote a positive, inclusive, and values-led culture
- Collaborate across teams to meet customer and business goals
Care Management & Delivery
- Ensure exceptional delivery of care services across all Support Partner functions
- Drive a performance-focused culture through data, quality metrics and customer feedback
- Be a key escalation point for complex cases and complaints
- Oversee high-risk meetings and ensure processes are followed with care and compliance
Strategy & Improvement
- Use data and insights to inform planning and improve service delivery
- Contribute to business strategy, goal setting and operational planning
- Develop and implement scalable, effective care management processes
- Collaborate with senior leaders on initiatives that help shape the future of care at HomeMade
Who you are
- You have 2+ years in a leadership role in aged care or a similar care management setting
- You lead with empathy, clarity and accountability
- You thrive in a fast-paced environment
- You’re confident navigating complexity and balancing commercial needs with genuine care
- You’re a natural collaborator with strong communication skills
- You care about impact and doing the right thing, always!
- You’re ready to grow with an organisation that’s changing the face of aged care in Australia
The values we live by
Put People First 🫶🏼
People and relationships matter most.
Foster Freedom 🪁
Life should be lived in a way that makes sense for you, without unnecessary controls or external restrictions.
Do The Right Thing 💖
Be fair, honest, open, ethical, and transparent.
Be Bold 💡
With a vision to imagine and create a brighter future.
Our benefits
Power your career ⚡️
Learn from industry experts, experienced leaders, and on-the-job opportunities.
Access parental leave 👶
Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.
Work with flexibility 🏠
We’re a hybrid workplace, balancing time in the office with remote work.
Flexi Leave Days 🌴
Get one extra paid leave day per quarter for what makes you happy.
Take a floating public holiday 🫶🏾
Acknowledge a significant day your way with family and friends.
Be rewarded 🏆
Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program.
We are one
As an organisation, we celebrate our diversity and welcome all people, regardless of their family responsibilities, ethnicity, faith, sexual orientation, or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply.
If this role has stood out to you but you don’t feel like you ‘tick all the boxes,’ we strongly encourage you to apply nonetheless. We value diversity in experience, and you might just bring something we are looking for to our organisation!
Mable Melbourne, Victoria, AUS Office
Melbourne, VIC, Australia
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