About Us

Help is a Queensland-based social enterprise helping people with disability lead fulfilling and independent lives. Over the past 50+ years, we’ve created an integrated network of services to provide people with disability the essentials, routine, and stretch they seek in life. Whether it’s employment, learning, living arrangements, community involvement, or anything else in between – we work alongside people to help them achieve the things they set out to. We do this with the help of our social enterprise businesses, organisational partnerships, and DES and NDIS service streams. We like to think of it as an ecosystem of opportunity.

What’s in it for you?

At Help we believe that every person is the master of their journey. And that starts with our team. We strive to create an environment where employees openly embrace our mission and vision and can live our values every day. As a valued member of our team we’re committed to looking after you, by offering some great benefits including:

• Company Vehicle/Car Allowance  
• An extra 4 days a year of paid personal wellbeing leave!
• Excellent salary sacrificing benefits! Package up to $15,900 of your annual salary tax free, and additional $2,560 for meal and entertainment expenses
• A supportive work environment which values your personal and professional life, ensuring a perfect work-life balance
• Global benefits on our rewards platform - Perkbox! Get access to exclusive perks, thousands of deals and discounts for you to use every day!
• Access to Help’s Health and Wellbeing wellness platform
• Recognition of loyalty through our Service Award Program
• Free counselling sessions through our Employee Assistance Program (EAP)
• The opportunity to make a difference in the lives of people with disability.

About the opportunity

The Head of Business Support and Improvement will provide strategic leadership and operational oversight of the Business Support function, supporting HELP’s frontline operational service teams. This position will lead a team that provides aligned, efficient, responsive and best-practice internal services that support excellence in service delivery, enables growth and optimises the ideal customer journey.

Your key responsibilities will include but are not limited to:

• Develop, implement and evaluate functional strategic plans focused on the centralisation of core administration and operational support including (but not limited to) claiming, funding, rostering, intake and enquiry management, reporting, processing and any identified repeatable, widespread administrative processes with alignment to the customer journey model ensuring functional synergy
• In consultation with the COO and Senior Leadership team, identify, develop and manage key business improvement projects and initiatives
• To work in partnership with the COO and Operations Leadership Team on all important operational factors, identify problems and opportunities early and propose avenues to address them
• Monitor external economic, political, social trends and industry best practice in order to apply an innovative approach to growth and development of services, risk mitigation as well as identify potential business opportunities and partnerships
• Monitor internal functional trends, issues, problems and opportunities in order to facilitate good policy making, strategic planning and risk management practice
• Leading by example to foster a culture in which our people feel empowered to challenge and refine work practices, focus on continuous improvement, maintain safe practices for themselves and others and demonstrate our Help values
• Lead, mentor and coach functional leaders toward the ongoing goal of achieving high performing teams for the purpose of enhancing the lifestyle and independence of people with disability
• Guide the function through both industry and organisational driven change with a forward looking, constructive and human centred approach
• Develop and maintain effective relationships and collaboration with a range of key external and internal stakeholders, including other HELP services to encourage cross-program and cross-unit support for people with a disability
• Work in collaboration with the operational leaders to identify trends, issues and improvement opportunities that support business performance, growth and sustainability

About you: 

We are seeking a leader with a passion for collaboration, providing quality support and operational excellence. A professional who is driven to foster continuous improvement to enhance organisational efficiency and performance.

• 5 years + senior leadership experience, within a services organisation preferably within an internal support function/team
• Demonstrated experience leading a large, high volume operational team (call centre, contact centre, centralised services)
• Demonstrated project management experience
• Exposure to the NDIS or Disability Employment Services would be highly regarded
• Demonstrated ability to lead change within a complex services environment
• Demonstrated experience leading both strategic and operational objectives
• Demonstrated experience in leading a services team within a highly regulated environment
• Excellent communication skills
• Understanding of the National Disability Insurance Scheme, Practice Standards and associated quality frameworks

How to apply for this role?

If you’re looking for a rewarding role with an innovative and diverse organisation, we encourage you to submit your application.

Applications close: Applications will be assessed as they are received.

Contact: To learn more about this opportunity please contact the Recruitment team on: recruitment@helpenterprises.com.au

As part of our recruitment and selection process, all successful candidates must have or be willing to undertake a range of checks including verification of working rights, Working with Children (Blue Card), NDIS Worker Screening (Yellow Card), professional reference checks and a national police check.

If you would like to learn more about working for us or what we do, we encourage you to visit www.helpenterprises.com.au or follow us on LinkedIn