Consumer Experience Partner

Health; Adelaide; Hybrid; AUD 92,000 - 102,000; Full time

Benefits offered by this job

Salary packaging options

Flexible work options where available

Wellbeing programs

Job summary

Central Adelaide Local Health Network (CALHN) is seeking a Consumer Experience Partner in Adelaide CBD. The role focuses on listening to consumers, addressing complaints, guiding staff through processes, and driving improvements in service delivery.

Join the Consumer Experience Team within Allied Health and Consumer Partnerships. The position is permanent full-time with a 37.5-hour workweek and a salary in the ASO5 band, plus superannuation and salary packaging options.

Qualifications

• Strong customer service and stakeholder skills.
• Ability to write clear reports, briefings and correspondence.
• Knowledge of complaint, risk and quality management.

Responsibilities

• Support timely, sensitive complaint review and resolution
• Guide staff on risk, escalation and complaint processes
• Maintain accurate complaint records and track trends
• Build reports to inform service improvements
• Provide training and support to staff across CALHN

Skills

Customer service

Stakeholder management

Report writing

Complaint management

Data analysis

Education

Relevant tertiary qualification or equivalent experience

Job description

Job no: 953738
Work type: Full time
Location: Adelaide CBD
Categories: Administration, Business and Management, Allied and Scientific Health, Public Health, Customer service, Call centre

Central Adelaide Local Health Network (CALHN) - Consumer Experience Partner

• Royal Adelaide Hospital, Adelaide SA 5000
• Consumer Experience Team, Allied Health and Consumer Partnerships
• Salary: ASO5 - $92,122 to $102,456 p.a. + superannuation and salary packaging
• Permanent full time, 37.5 hours per week

About CALHN

At Central Adelaide Local Health Network (CALHN), we're shaping the future of health through excellence in clinical care, research and innovation. As the largest health network in South Australia, CALHN plays a leading role in improving the health and wellbeing of our community by delivering safe, connected and high-quality healthcare. With more than 17,000 dedicated employees, every day at CALHN presents an opportunity to make a real impact—not because it's expected, but because our values guide us to be our best.

At CALHN, every voice matters. We prioritise the safety of our staff and patients, and staying connected across teams to deliver a seamless patient journey through our Safe and Connected Operating Model.

Find out more about CALHN sites and services , our stories and the opportunities to be part of CALHN .

About the Role

Help consumers feel heard and turn their feedback into better care. Join CALHN's Consumer Experience Team to support complaint resolution, guide staff through sensitive matters and identify opportunities to improve services.

• Support timely, sensitive complaint review and resolution
• Guide staff on risk, escalation and complaint processes
• Maintain accurate complaint records and track trends
• Build reports to inform service improvements
• Provide training and support to staff across CALHN

About You

To be successful in this role you will:

• Hold a relevant tertiary qualification or equivalent experience
• Bring strong customer service and stakeholder skills
• Write clear reports, briefings and correspondence
• Apply complaint, risk and quality management knowledge
• Use sound analysis, judgement and data reporting skills

Why You'll Love It Here - CALHN benefits that matter

• Make your money go further - salary packaging up to $9,010 for living expenses + $2,650 for meals and entertainment + pre-tax super and novated lease options
• Grow your career - build your skills and explore opportunities across CALHN
• Balance work and life - access flexible work options where available
• Support your wellbeing - enjoy leave loading, fitness discounts and flu vaccinations
• Feel supported - confidential Employee Assistance Program for you and your family

Diversity and Inclusion

We're committed to building an inclusive workplace where everyone feels safe, respected, and supported. We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, culturally diverse backgrounds, and LGBTQIA+ communities.

Application Information

• Please refer to the attached role description: 953738 - RD for Consumer Experience Partner.pdf
• Appointment will be subject to satisfactory Criminal History Clearances and compliant immunisation screening as indicated in the role description.

Curious about this role?

Connect with Stephanie Haussen, Acting Manager Consumer Experience Team
P: [phone]
E: [e-mail]

Applications close: 11:55 pm, Wednesday 4 November 2026 Job Ref: 953738