Customer Experience Manager

Independent Living Specialists Pty; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid working available

Company paid parental leave

Work-life balance

Job summary

Independent Living Specialists is seeking a Group Customer Experience Manager to own day-to-day customer complaints and feedback across the organisation. You will ensure accurate recording, appropriate routing to teams, and timely, fair resolution while upholding our complaint policy and procedures.

Ideal candidates will have 3–5 years in complaints management, experience handling escalated matters, and strong communication.

Qualifications

• 3–5 years' experience in complaints management or a similar role.

Responsibilities

• Receive, record, assess and coordinate customer complaints and feedback.
• Maintain the Complaints Register with accurate information.
• Liaise with customers, managers and internal teams to support resolution.
• Manage escalated or sensitive complaints per procedures.
• Review facts of complaints impartially and close actions.
• Monitor outstanding matters and follow up actions to completion.
• Identify recurring themes and service issues.
• Lead root cause analysis and corrective/preventive actions.
• Monitor online reviews and coordinate appropriate responses.
• Prepare regular complaint reports and summaries.
• Maintain complaint-handling procedures aligning with quality, privacy and NDIS obligations.
• Provide guidance on complaint-handling requirements and contribute to improvements.

Skills

Complaints management

Root Cause Analysis

Stakeholder management

Communication skills

Organisational skills

MS Office

Australian Consumer Law knowledge

Tools

Case management systems

Microsoft Office

Job description

Independent Living Specialists – Eastern Creek NSW

Independent Living Specialists (ILS) is one ofthe largest healthcare equipment providers in Australia. With 60 showrooms, 10 warehouses and 650+ staff across four states and more to come, we are a company on the move. Our growth recognises our industry leadership in solutions, innovation and quality customer service across our showrooms, home care, hospital and pressure care, and configured mobility.

We have an opportunity for a Group Customer Experience Manager to join our Business Performance team in Sydney. Despite the title, this is not an experience design or journey mapping role - it is a hands‑on customer resolution and complaints management position, responsible for managing customer complaints and feedback across ILS and ensuring their timely, fair and consistent resolution.

Working with managers and teams across our 60+ showroom network spanning NSW, QLD, SA and VIC, as well as our service, logistics and support functions, you will own the Complaints Register, follow up outstanding matters, communicate directly with customers and help identify opportunities to improve the customer experience. This role would suit an organized and customer‑focused professional who is confident managing sensitive and escalated matters and working with a range of stakeholders.

About the Role

The Group Customer Experience Manager owns the day-to-day management of customer complaints and feedback across ILS. The role ensures matters are recorded accurately, directed to the appropriate team and progressed within agreed timeframes, and acts as the custodian of the ILS Customer Complaint Policy & Procedure.

Core responsibilities include:

• Receive, record, assess and coordinate customer complaints and feedback.
• Maintain accurate and up-to-date information in the Complaints Register.
• Liaise with customers, managers and internal teams to support complaint resolution.
• Manage escalated or sensitive complaints in accordance with established procedures.
• Independently review the facts of a complaint and any outcome a customer considers unsatisfactory, without bias to the customer or the location involved.
• Monitor outstanding matters and follow up actions through to completion.
• Assist with identifying recurring complaint themes and service issues.
• Lead Root Cause Analysis on critical and high‑severity matters, and manage Corrective / Preventative Actions through to closure.
• Monitor online review platforms and coordinate appropriate responses.
• Prepare regular complaint reports and summaries on volumes, themes, trends and resolution performance.
• Maintain complaint‑handling procedures and supporting documentation, ensuring alignment with our quality, NDIS & privacy obligations.
• Provide practical guidance to employees and managers on complaint‑handling requirements.
• Contribute to customer experience and continuous improvement initiatives.

About You

To be successful in this role, you will bring:

• 3-5 years' experience in complaints management, customer resolution, dispute resolution or a similar role.
• Experience independently managing sensitive or escalated customer matters.
• Practical experience with Root Cause Analysis and Corrective / Preventative Actions.
• Strong written and verbal communication skills.
• A calm, professional and empathetic approach when dealing with customers.
• Good organisational skills and the ability to manage multiple matters and deadlines.
• Strong attention to detail and accurate record‑keeping skills.
• Confidence working with managers and employees across different business areas, and the ability to influence without direct authority.
• Sound problem‑solving skills and the ability to identify practical solutions.
• Proficiency in Microsoft Office and experience using customer or case management systems.
• Knowledge of Australian Consumer Law, the NDIS, Aged Care or quality standards would be advantageous but is not essential.

Worker Checks

• National Police Check
• Proof of Working Rights in Australia
• NDIS Worker Screening Check

What's in it for you?

• Job security
• Hybrid working available (after the initial induction/probation period)
• Competitive base salary
• Work/life balance
• Company paid parental leave

Only shortlisted applicants will be contacted.