Come and join Australia's most innovative and dynamic home health organisation!

About us

Hi there! We're Five Good Friends, and we're an approved aged care and registered NDIS service provider. We help our clients (we call them Members) live vibrantly in their own homes by wrapping a care team around them and their families. Our software coordinates in the background so our teams can do their best work.

Good people using friendly software is how we do care differently and why we're invited back into the homes of our Members - over 30,000 times a month. More and more people are choosing Five Good Friends, and we want to help them. Our carers (we call the Helpers) play a key role in creating the magic for our members. Five Good Friends strives to form high-quality, long-lasting connections between Members and their Helpers.

About the Role

We're looking for a Utilisation & Service Activation Lead to ensure our Members receive the right services at the right time, making the most of their care funding to support independence, health, and wellbeing.

This role, which forms part of the Care Operations team, bridges data and people—expertly spotting service gaps, guiding improvements, and driving timely activation in collaboration with Care Teams, Program Designers, and Operational Leaders. It’s a pivotal role that strengthens our service delivery, supports sustainable growth, and ensures Members get real value from their funding.

The core responsibilities of the role include:

Lead and monitor service utilisation across cohorts, regions, and service types to identify trends, gaps, and opportunities.

Proactively diagnose under-utilisation and implement strategies to improve service uptake and Member outcomes.

Collaborate with Care Teams, Program Design, and Marketplace teams to align services with Member goals and ensure timely activation.

Support capability uplift through targeted training in key service areas such as allied health, technology, and social connection.

Integrate utilisation strategies into onboarding and Member journey planning.

Improve processes and reporting through data insights, automation, and cross-functional collaboration.

Contribute to external reporting and the ongoing design of services in response to evolving Member needs and sector changes.

Do you have what it takes?

3–5 years’ experience working in a service delivery, customer journey, operations, or care services environment.

Experience supporting teams to activate services and meet operational or service delivery KPIs.

Strong coordination and organisational skills — confident managing workflows, timelines, and service outcomes.

Understanding of care delivery or community-based services (aged care, NDIS, health, etc.), particularly how services are prescribed and funded.

Excellent communication and stakeholder engagement skills — able to explain complex concepts simply and drive action.

Experience collaborating across teams (e.g. product, operations, clinical, finance) in a matrix environment.

Comfortable navigating ambiguity, with a proactive and systems-focused mindset.

Ability to work independently and manage multiple tasks simultaneously.

Values that naturally align with Five Good Friends’ values and mission.

Commitment to diversity and inclusion.

Unlimited working rights in Australia.

A successful National police check, or willingness to apply.

What's in it for you?

The way we work and the perks we offer are designed to help you live a fulfilling life. The work we do is meaningful, and the problems we solve are interesting.

A competitive salary package that will recognise your skills and experience.

Flexible work options – this role is based in the head office in South Brisbane, however flexibility to work from home a few days per week can be provided.

Annual $500 health and well-being allowance to spend on anything contributing to your health and well-being away from work.

On top of the standard 4 weeks of annual leave, after your second year, you will accumulate an additional day of annual leave each year you are with us. You will also have access to our Pandemic Leave policy and have the chance to purchase additional annual leave.

Access to our employee assistance programme, where you can receive free confidential and professional counselling.

Parental leave benefits –All caregivers who are eligible for the government’s paid parental leave scheme will receive top-up wage payments. Additionally, primary caregivers will receive top-up superannuation payments for their first year of unpaid parental leave.

One free Five Good Friends membership plan, which covers the Care Management fees. This can be used for a loved one who is supported by Five Good Friends. This could be worth more than $7000/yr.

Working for a company that has an employee engagement score that is 17% higher than the industry average, and 7% higher than the top 25% industry average (we are actually a great place to work).

And… after 5 years of continuous service, you will receive a trip to Okinawa, Japan - the community that inspired the creation of Five Good Friends. Costs of your return economy airfare, 5 nights in hotel accommodation and airport transfers will be paid.

Find out more about Five Good Friends here:
https://www.fivegoodfriends.com.au/corporate/about-us

How to Apply

If this role sounds like you, please click on the apply button and follow the prompts. We will get in touch if you are shortlisted for this opportunity. Please include your CV and a cover letter in your application, telling us a bit about yourself and your suitability for this role within our organisation.

Please, no external agencies or recruiters.