• Start Date: Sept/Oct 2026

The Client Services Manager is a key member of the Benefolk Project Office, working alongside other Project Office team members, client leads and specialists to coordinate and continuously improve the end-to-end client experience across Benefolk's advisory, Expert Bar and workforce solutions. The role helps ensure clients receive responsive, high-quality and coordinated support while strengthening systems, processes and client journeys to improve satisfaction, retention and long-term impact.

Employment Details

• Full-time or 9-day fortnight option
• Hybrid working model (home and South Melbourne office)
• Melbourne-based preferred
• Minimal travel required
• 3-month probation period

Remuneration & Benefits

• Salary circa $120,000 plus superannuation
• Performance-based bonus opportunities
• Laptop and phone provided
• Four weeks annual leave
• Professional development opportunities

Reports To

Client Services Director

Works Closely With

Benefolk Project Office and Client Services Team, Partnership Manager, consultants and specialist network across all service areas.

Across all Benefolk key Service Areas

The Client Services Manager will be a key member of Benefolk's new Project Office - a centralised client and consultant-facing function designed to integrate and coordinate our advisory and consulting services (project based advisory services) here, Expert Bar (online consultations) here, and fractional workforce solutions here. This is an opportunity to help shape a new and exciting initiative from the ground floor as Benefolk continues to scale its impact, strengthen service delivery and create a consistent, high-quality experience for clients and network members.

About Benefolk

Benefolk is a certified social enterprise and Certified B Corp with a mission to improve wellbeing across the social sector. benefolk.org.

Established in 2018, Benefolk was created to make it easier for purpose-driven organisations to access the expertise, support and capability they need to thrive, while advocating for the wellbeing of the people behind the mission. Since then, we have assisted more than 900 charities, social enterprises and community organisations across Australia, with more than 20,000 people accessing our free resources, including our flagship resource hub, The Community Well.

Benefolk is entering an exciting new phase of growth and is increasingly trusted by philanthropic foundations and partners to strengthen organisational capability, resilience and long-term impact across the sector. In 2025 alone, we supported more than 250 purpose-driven organisations, with demand continuing to grow for our integrated, wrap-around support model.

At any given time, we manage an active caseload of 50-60 organisations accessing services including:

• Expert Bar online consultations
• Advisory and consulting services
• Fractional leadership and workforce solutions

Every engagement contributes to our broader advocacy and action to support the people who work and volunteer across the charity and community sector.

The Opportunity

This newly created role sits at the centre of Benefolk’s Project Office and oversees a diverse portfolio of purpose-driven organisations. You will coordinate client onboarding, project delivery, stakeholder communication and service workflows while helping shape systems and processes that support Benefolk’s continued growth.

Key Responsibilities

Client & Case Management (Approx. 75%)

• Manage a portfolio of client engagements, ensuring responsive coordination and exceptional outcomes.
• Coordinate onboarding and oversee project and service delivery workflows.
• Build trusted relationships with clients, consultants and partners.
• Conduct proactive client check-ins and identify opportunities for deeper engagement.
• Monitor project progress, timelines and quality standards.
• Maintain accurate CRM records and workflows.
• Continuously improve systems, processes and technology through feedback and insights.
• Monitor and report on client experience metrics, retention and service performance.

New Enquiries & Expert Bar Concierge (Approx. 25%)

• Respond to inbound enquiries and direct organisations to appropriate services.
• Support Expert Bar Concierge and matching activities.
• Assist with client scoping, specialist matching and business development support.

Success Measures

• Clients feel highly supported and informed.
• Projects progress smoothly and on time.
• Strong responsiveness and stakeholder coordination.
• Accurate CRM and workflow management.
• High levels of client satisfaction, retention and repeat engagement.
• Continuous improvement of systems and client experience processes.

Skills & Experience

We are looking for someone who brings:

• Minimum five years’ experience in a client-facing role within professional services.
• Experience working with NFP, charity or purpose-led sector clients.
• Strong project coordination, stakeholder management and communication skills.
• Experience managing high-volume client or project portfolios.
• Experience using HubSpot and other client management systems.
• Strong digital capability and a growth mindset, with experience using technology, automation and AI to improve client experiences and operational efficiency.

Personal Attributes

You will likely thrive in this role if you are:

Highly organised, client-centric, adaptable, proactive, calm under pressure, collaborative and motivated by creating positive social impact.

Team & Culture

We are a small, high-performing team that values collaboration, responsiveness and practical outcomes. We believe supporting wellbeing starts with us, so we strive to create sustainable workloads, flexible ways of working and an environment where people can do meaningful work while continuing to learn and grow. The people who thrive here are curious, adaptable and motivated by helping purpose-driven organisations succeed.

Why Join Benefolk?

• Play a key role in shaping Benefolk’s Project Office and our growth.
• Work alongside leading purpose-sector specialists.
• Contribute to meaningful outcomes for charities and community organisations.
• Join a values-driven, wellbeing-first organisation where your ideas and contribution matter.

Application Details

• Interviews will be held late July 2026
• Appointment to be made in August 2026
• Applications should include a cover letter and CV

If you are energised by meaningful work, diverse client challenges, and helping purpose-driven organisations thrive, we’d love to hear from you.