Consumer Liaison Officer

Queensland Health; Ipswich City; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Salary packaging

Superannuation 12.75%

Job summary

West Moreton Health is seeking a Consumer Liaison Officer to coordinate consumer feedback and guide timely resolutions of complaints. You will be the accessible point of contact for consumers and staff, working with a team to achieve positive outcomes in a fast-paced health environment.

The role requires experience in complaints handling, clear communication, and the ability to work autonomously within West Moreton Health's patient-safety focused framework.

Qualifications

• Experience applying best practice complaints management in complex environments.
• Ability to identify issues, gather evidence, evaluate options, and make recommendations.
• Clear communication, manage conflict calmly, and build relationships with diverse stakeholders.
• Understanding of health service delivery and patient safety risks.
• Plan, prioritise, meet deadlines, and adapt in a team setting.

Responsibilities

• Coordinate management of consumer feedback and complaints.
• Facilitate timely resolution of complaints in line with procedures.
• Serve as a contact point for consumers and staff.
• Collaborate with team to achieve positive outcomes.

Skills

Complaints management

Analytical reasoning

Communication skills

Conflict resolution

Stakeholder engagement

Autonomous work

Job description

Come and join our team at West Moreton Health!

About the role

The Consumer Liaison Officer coordinates management of consumer feedback, including facilitating the timely resolution of consumer complaints in accordance with West Moreton Health procedures and best practice standards. The role is part of a team who offer an accessible, dedicated point of contact for consumers and staff, to achieve the most positive and timely outcome for all parties involved.

What we're looking for

Our ideal candidate will be someone who can demonstrate the following:

• Experience of applying best practice complaints management principles and practices in a complex and sensitive environment.
• Ability to identify and analyse situations and issues, gather appropriate evidence, consider options and make sound decisions and recommendations.
• Ability to communicate clearly and effectively, manage conflict calmly and compassionately, and cultivate productive working relationships with a diverse range of internal and external stakeholders.
• Understanding or ability to rapidly acquire an understanding of health service delivery and what may constitute a risk to patient safety, including an understanding of actions required to escape identified risk.
• Ability to work autonomously to plan, prioritise tasks, meet deadlines and be adaptable in a teamwork environment.

About West Moreton Health

West Moreton Health is one of Queensland's most diverse and rapidly evolving health services, delivering health care to over 300,000 people across Ipswich, Boonah, Gatton, Laidley, and Esk.

We provide preventative and primary healthcare services, ambulatory services, acute care, sub-acutecare, oral health, mental health and other specialised services, including prison and youth detention health services,and alcohol and other drugs services to the region.

At West Moreton Health, our employees apply our shared values to every aspect of their work. This helps make sure our workplaces are effective, inclusive and empower our employees to reach our goals.

As a Child Safe Organisation, at West Moreton Health:

• We prioritise children and young people being seen, heard, and safe in every interaction.
• We create inclusive environments where the voices and needs of children and young people are valued and respected.
• We believe safeguarding is shared responsibility, upheld by every member of our organisation.

Come and join a connected team of over 6,000 professionals delivering compassionate, community-based care across the West Moreton region.

What it's like to work with us | West Moreton Health

Mandatory requirements:

• Vaccinated against, and remain vaccinated against, certain vaccine preventable diseases (VPD) as outlined in the Health Employment Directive NO. 01/16

Why choose us

• Purposeful work that makes a meaningful impact in one of Queensland's fastest-growing regions.
• Professional development including mentorship, paid study leave, simulation training and research opportunities.
• Career pathways with support to step into senior roles and leadership.
• Wellbeing supports including peer networks, flexible work options, EAP and dedicated mental health programs.
• Competitive benefits including salary packaging and up to 12.75% super.
• A lifestyle you'll love in a region that blends rural charm, natural beauty and city convenience.

Aboriginal and Torres Strait Islander people are strongly encouraged to apply for all West Moreton Health vacancies.