Client Care Performance Coach

About the Role

The Client Care Performance Coach mentors and develops Client Care teams across the region to ensure consistent implementation of Client Care Policies and Protocols. Based in Brisbane with travel to regional clinics, you will partner with Senior Clinicians in Charge to support client care operations and drive continuous improvement and professional development. What You'll Do

• Mentor and coach Client Care team members across the clinic network.
• Provide induction and training to new Client Care team members.
• Ensure Client Care Policies and Protocols are consistently implemented across all clinics.
• Support Senior Clinicians in Charge with advice on performance and operational excellence.
• Identify performance improvements and develop pragmatic implementation plans.
• Assist with system enhancements and service improvement testing and implementation.
• Support promotional activities and client engagement initiatives.
• Support clinic teams with client inquiries and performance-related concerns.
• Oversee financial operations, including invoicing practices and billing accuracy.
• Contribute to positive culture through induction, training and Workplace Health and Safety support. What We're Looking For
• Extensive experience in Client Care or administration, ideally across multiple locations.
• Demonstrated experience training, coaching and mentoring staff.
• Advanced organisational, prioritisation and time management skills.
• Ability to work effectively in high volume, varied workload environments with good judgement.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills, with ability to engage and influence across all levels.
• Strong team building and coaching mindset.
• Ability to thrive in areas of ambiguity and uncertainty.
• Desire for continuous improvement and professional development.
• Strong customer focus with passion for delivering excellence.
• Proactive approach to identifying and resolving issues. Compensation & Benefits
• Competitive remuneration package with salary packaging options.
• Paid parental leave and Birthday leave.
• Generous employee discounts on Sonova products for you and your family.
• Ongoing training and support to help you grow and excel in your career.
• Access to discounts from over 500 retailers via our Employee Enrichment Hub.
• Online Wellbeing Centre & Employee Assistance Program (EAP).
• Access to the LinkedIn Learning Platform.
• Values-driven and people-centered culture.
• Dynamic and supportive team at the forefront of innovation in the hearing industry.
• A genuinely rewarding role with purpose and meaning.