Manager, Consumer Experience Team

Job Description

Job no: 897779Work type: Full timeLocation: Adelaide CBDCategories: Administration, Business and Management Central Adelaide Local Health Network, Adelaide Salary MAS-3 $127,859 p.a. + Superannuation and Salary Sacrifice Benefits Full-time temporary up to 31/7/26 About the Role As the Manager, Consumer Experience, you will play a pivotal role in ensuring that consumer feedback is managed effectively across the organisation. Reporting to the Executive Director, Corporate Affairs, you will oversee the coordination of complaints management, including complex and serious cases, providing expert advice and liaising with key stakeholders. A strong understanding of risk management and the appropriate escalation processes will be essential in ensuring that complaints are handled with the utmost confidentiality and professionalism. You will also maintain an organisation-wide perspective on complaint data, identifying trends and providing recommendations for continuous improvement opportunities. In addition to overseeing complaints management, you will be responsible for developing business processes, training, and support to help staff respond to complaints promptly and consistently. Your expertise will contribute to the development of the Consumer Experience Framework and Consumer Strategy, and you will be required to provide regular updates to the Executive and Board. This role offers the chance to make a meaningful impact by fostering a culture of continuous improvement and delivering exceptional consumer experiences within the health sector. About You We are seeking an experienced and dynamic individual to take on the role of Manager, Consumer Experience. To be successful in this role, you will bring a blend of expertise in consumer experience, management, and customer service. Key Requirements: Qualifications: Graduate-level qualification in business, marketing, health, or social sciences. Leadership & Communication: Proven leadership abilities with strong oral and written communication skills, including the ability to manage conflict and deliver high-level reports. Experience: Experience in leading high-performing teams, managing data reporting, and developing policies in a multidisciplinary environment. Knowledge & Skills: In-depth knowledge of consumer experience, complaints management, quality improvement, and relevant policies and legislation within a health setting. Application Information: Please refer to the role description for essential educational/vocational qualifications that may be required. Appointment will be subject to a satisfactory Criminal History Check and compliant Immunisation screening as indicated in the role description. SA Health Services are required to implement the Addressing vaccine preventable disease: Occupational assessment, screening and vaccination policy in the workplace. Application Closing Date 11:55 pm Wednesday 26 March 2025 Enquiries to: Ash Green Position: Executive Officer, Nursing and Patient ExperiencePhone: 7421 0128E-mail: #J-18808-Ljbffr