Complaints Resolution Partner

at  Australian Unity

As a Complaints Resolution Partner within our Home Health platform, you will play a proactive role in investigating, recording, escalating, and responding to complaints from both internal and external sources. Your work will be crucial in ensuring our complaint handling processes are fair, efficient, respectful, and timely. By addressing concerns effectively, you will enhance the experiences of our customers, staff, and key stakeholders. Additionally, you will help promote a consistent approach to complaint management across the organization, identify areas for improvement, and use feedback constructively to drive positive change.
The successful candidate will have an investigative mindset, capable of analysing data from multiple sources to identify improvement opportunities.
This is a full-time opportunity with flexibility for hybrid work across Sydney, Melbourne, or Southeast QLD.

KEY ACCOUNTABILITIES:

• Understand and apply aged care legislation and regulatory requirements, ensuring compliance with all risk, OHS, and legislative obligations.
• Build and maintain collaborative relationships with stakeholders, including ACQSC, external bodies, complainants, and operations teams.
• Maintain accurate registers and document complaints, ensuring confidentiality and professional handling.
• Gather information, analyse data, and identify improvement opportunities through collaboration with stakeholders.
• Draft, finalize, and deliver high-quality, professional responses, advocating for positive outcomes for customers, staff, and stakeholders.
• Manage individual caseloads efficiently, provide coaching to operations teams, and support complaints management processes.
• Prepare and deliver insightful monthly and quarterly reports, identifying key themes and continuous improvement opportunities.
• Identify, escalate, and manage risks while contributing to risk analysis and supporting predictive risk management efforts.
• Complete compliance training and actively engage in risk identification, assessment, and reporting, while safeguarding information security.

Please refer the Job description for details