Customer Experience & Quality Partner

Uniting AgeWell Limited; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Salary packaging

Job summary

Uniting AgeWell Limited in Victoria and Tasmania seeks a Customer Experience & Quality Partner to ensure residents, clients and families influence care delivery and service design. Based in your local community, you will work within the Quality and Clinical Governance team to strengthen engagement and manage feedback and complaints.

You will analyse insights, drive continuous improvement, coach leaders and frontline teams, and contribute to accreditation and safety outcomes, embedding

Qualifications

• Experience in customer experience, complaints management, quality improvement or related role.
• Strong stakeholder engagement and relationship-building skills.
• Ability to analyse data, identify trends and drive improvements.
• Excellent communication and report-writing skills.
• Qualifications in health, social services or related discipline.
• Commitment to BEST values Believe, Excel, Support and Trust.

Responsibilities

• Champion the voice of residents, clients and families by managing feedback, complaints and customer experience initiatives to improve satisfaction and outcomes.
• Analyse customer insights and quality data to identify trends, mitigate risks and drive continuous improvement across aged care services.
• Partner with leaders and frontline teams to strengthen customer engagement, resolve complex concerns and embed person-centred practices.
• Deliver coaching, education and support to build organisational capability in customer experience, complaints management and quality improvement.

Skills

Customer experience

Quality improvement

Stakeholder engagement

Data analysis

Communication

Education

Bachelor's degree in health or related field

Job description

At Uniting AgeWell, our focus is on supporting older people to experience a sense of wellbeing, choice and independence in their lives, to feel valued members of their community and to have easy access to the community or residential services they need to live the life they want. With a range of services in many locations in Victoria and Tasmania, our 5,000 staff and 600 volunteer staff are committed to high quality services and care.

Uniting AgeWell provide a workplace culture based on the BEST philosophy – Believe, Excel, Support and Trust – underpinned by our values of Kindness, Respect, Integrity, Innovation and Inclusion, and our customer service charter and promise that shape and inform all that we do. More information can be found on the Uniting AgeWell website - www.unitingagewell.org

Why choose Uniting AgeWell:

• Be a part of a values based organization
• Join one of Victoria’s leading aged care providers in one of the fastest growing industries
• Work in your local community and make a difference to the lives of our residents and clients
• Career pathways, education and training opportunities
• Benefits, including salary packaging

About the role:

The Customer Experience & Quality Partner plays a critical role in ensuring the voices of residents, clients, families and representatives directly influence the way we deliver care and services across Victoria and Tasmania.

The Customer Experience & Quality Partner champions the voice of residents, clients and families to drive exceptional customer experiences and continuous improvement across Uniting AgeWell. Working within the Quality and Clinical Governance team, this role partners with leaders and service teams to strengthen customer engagement, manage feedback and complaints, identify improvement opportunities, and ensure services consistently deliver safe, person-centred and high-quality care.

Through coaching, collaboration and data-driven insights, the role helps embed a culture where customer feedback influences decision-making, improves outcomes and supports organisational excellence.

In this role, you will:

• Champion the voice of residents, clients and families by managing feedback, complaints and customer experience initiatives to improve satisfaction and outcomes.
• Analyse customer insights and quality data to identify trends, mitigate risks and drive continuous improvement across aged care services.
• Partner with leaders and frontline teams to strengthen customer engagement, resolve complex concerns and embed person-centred practices.
• Deliver coaching, education and support to build organisational capability in customer experience, complaints management and quality improvement.

Contribute to clinical governance, accreditation and quality assurance activities to ensure services remain compliant, safe and focused on exceptional customer outcomes.

About you:

You are passionate about what you do and want to make a difference in the lives of our residents and clients!

This is the place for you if you:

• Experience in customer experience, complaints management, quality improvement, quality assurance, clinical governance or a related role within aged care, healthcare, community services or another regulated environment.
• Strong stakeholder engagement and relationship-building skills, with the ability to manage complex issues and influence positive outcomes.
• Proven ability to analyse data, identify trends and drive continuous improvement initiatives that enhance customer and organisational outcomes.
• Excellent communication, facilitation and report-writing skills, with the confidence to engage with customers, families, frontline teams and senior leaders.
• Relevant qualifications in health, social services, quality, customer experience or a related discipline, together with a passion for delivering person-centred services and improving customer outcomes.
• Are committed to being part of a workplace culture based on the BEST way of life (Believe, Excel, Support and Trust)

Essentials for working in Aged Care:

• A current Working With Children Check card / Vulnerable People card
• Current and ongoing flu vaccinations
• Ability to pass a national police clearance and NDIS Clearance

Aboriginal and Torres Strait Islander peoples are encouraged to apply for this role.