Business Manager

About Wagtail

Wagtail Services is a family-run, registered NDIS provider. Our service area is Toowoomba and the immediate surrounding communities. We are a medium-sized organisation, with under 60 employees and scope for moderate growth within this local area.

We embrace Active Support and strengths-based approaches, helping people make choices, develop skills, build friendships and participate meaningfully in everyday life. We respect each participant’s voice, work closely with families and value our employees’ different strengths.

We strive for a personal, boutique feel and a strong sense of community, supported by capable staff, dependable systems and high professional standards. Clear employee expectations, practical training and continuous improvement are central to this approach.

About the role

You will lead daily operations and help guide Wagtail’s development, including our planned entry into Support at Home aged care. NDIS services will remain our core work.

Reporting to the Director, directly or through the appointed Family Delegate, you will take operational responsibility as the Director steps back from day-to-day management. A central responsibility is to ensure employees understand their jobs, perform them competently and receive appropriate guidance, training and accountability.

Duties and remuneration are consistent with SCHADS Level 7.

Professional relationships

Your ability to build trust, develop staff and resolve difficult issues will be central to your success at Wagtail. We expect exceptional interpersonal skills and emotional intelligence, supported by the practical wisdom to weigh different perspectives, consider consequences and choose a fair, proportionate response.

You will use interpersonal courage to address underperformance and raise concerns early, and tact and diplomacy to do so clearly and respectfully. You will set clear expectations, provide practical coaching and follow matters through. Your leadership will demonstrate humility: sharing credit, accepting feedback and changing your approach when the evidence or another person’s insight warrants it.

A trusted relationship with the Director and Family Delegate requires honest advice, clear reporting and reliable follow-through. You will also develop effective working relationships across Wagtail’s wider community: participants, families, legal guardians and informal supports; Support Coordinators, Plan Managers and other providers; allied health and medical practitioners, hospitals, government agencies, employers and community organisations. Through these connections, you will strengthen cooperation, service quality and participant outcomes.

Key responsibilities

• Service delivery: Oversee supported homes, including SIL and ILO, in-home and personal supports, community participation, social groups, life-skills development, pathways to employment and education, and practical assistance to understand and access supports.
• Workforce leadership: Lead supported-home leaders, registered nurses, support workers and office staff. Set clear expectations, monitor performance and strengthen ongoing training, demonstrated competence, accountability and teamwork. Monitor staff satisfaction and act on feedback.
• Service quality: Monitor service quality and participant and family experience. Ensure supports reflect people’s choices, strengths and goals, and follow through on practical improvements.
• Safeguarding and service compliance: Maintain effective safeguarding, risk management, complaints handling, incident follow-up, documentation and NDIS audit readiness.
• Employment obligations: Ensure workforce practices meet relevant obligations under SCHADS, Fair Work, QLeave, WorkCover and workplace health and safety requirements.
• Clinical governance: Work with registered nurses to strengthen clinical governance and staff capability, ensuring safe, coordinated support for participants with increasingly complex needs.
• Financial sustainability: Monitor financial performance and sustainability. Oversee budgets, staffing costs, rostering and financial reporting, working closely with the company accountants.
• Aged-care development: Help plan and establish Wagtail’s Support at Home services, preparing the workforce, systems and processes to meet aged-care quality, safety and audit requirements.
• Sector developments: Monitor changes in NDIS and aged-care funding, regulation and demand, assess their implications for Wagtail and recommend timely, practical responses.
• Responsible AI use: Use AI responsibly to improve efficiency and create more time for personalised support, meaningful relationships and staff development. Explore how participants can use it to build independence, while protecting privacy and confidentiality and maintaining human oversight.

Remaining connected to daily supports

Regular, planned participant support shifts form part of this full-time position.

Working alongside frontline staff will keep you connected to participants’ lives, everyday support and the practical effects of management decisions. You must be willing to undertake direct support and maintain the training and demonstrated competence required for those duties.

About you

You will bring:

• Proven management experience in disability or closely related community services, with strong practical knowledge of the NDIS and supported-home operations.
• Evidence of improving staff performance, service quality and business outcomes.
• Financial literacy, sound risk judgement and a considered approach to technology.
• Relevant qualifications or substantial equivalent experience.
• A current driver licence and the required screening clearances.

Support at Home or community aged-care experience will be highly regarded.

Applying

Submit your resume and a cover letter of approximately 500–700 words through SEEK. A cover letter is required for your application to be considered.

Your cover letter should explain why Wagtail’s approach appeals to you and provide a thoughtful, candid assessment of how your experience, professional values and leadership approach align with our expectations. Give particular attention to people management, professional relationships and remaining connected to daily supports. We welcome an honest account of the strengths you would bring and any areas where you would need further learning or support.

Wagtail understands and appreciates that candidates currently in management positions need to provide adequate notice to their employer. We are willing to negotiate a suitable start date with the right candidate.