Customer Experience & Quality Partner

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

Benefits offered by this job

Salary packaging

Job summary

Uniting AgeWell in Melbourne is seeking a Customer Experience & Quality Partner to champion residents' voices and guide improvements in care across Victoria and Tasmania. Working within the Quality and Clinical Governance team, you will lead feedback initiatives, manage complaints, and ensure services deliver safe, person-centred care.

You will analyse insights, partner with leaders and frontline teams, and coach staff to strengthen engagement and drive continuous quality improvement across

Qualifications

• Experience in customer experience, complaints management or quality improvement within aged care or healthcare.
• Strong ability to analyse data and drive continuous improvement.
• Qualifications in health, quality or a related discipline with customer focus.

Responsibilities

• Champion the voice of residents, clients and families to improve satisfaction and outcomes.
• Analyse quality data to identify trends and drive improvement across services.
• Partner with leaders to strengthen engagement and embed person-centred practices.
• Deliver coaching and education to build capability in customer experience and quality.

Skills

Customer experience

Complaints management

Quality improvement

Quality assurance

Clinical governance

Education

Health/Quality related qualification

Job description

About Us:

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
• Australian working rights
• Ability to pass a national police clearance and NDIS Clearance

You can find a copy of the Position Description here: Customer Experience - Quality Partner PD.pdf

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

For more information please contact the Recruitment Team at [e-mail]. Please note the position and location.

Only shortlisted candidates will be contacted. We look forward to hearing from you!