Head of Consumer Experience & Service Improvement

SA Health - Central Adelaide Local Health Network; Adelaide; On-site; AUD 130,000 - 135,000; Full time

Benefits offered by this job

Salary packaging

Novated lease options

Fitness discounts

Flu vaccinations

Confidential wellbeing support

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Job summary

SA Health - Central Adelaide Local Health Network (CALHN) invites applications for the Manager Consumer Experience Team role in Adelaide. This permanent full-time position oversees the Consumer Experience Team, handling complaints, compliments and early resolution, and uses feedback and risk insights to drive service improvements.

You will provide leadership, governance reporting and expert advice to promote consumer-centred care across CALHN, partnering with consumers, carers and staff to embed

Qualifications

• Hold a relevant degree or equivalent skills and experience.
• Lead teams in consumer experience or feedback services.
• Resolve sensitive complaints with sound judgement.
• Turn data into insights and service improvements.
• Influence stakeholders and write clear executive reports.
• Knowledge of consumer centred care, healthcare complaints management, governance, risk and quality improvement.

Responsibilities

• Lead and develop the Consumer Experience Team.
• Oversee complaints, compliments and early resolution.
• Analyse feedback, surveys and emerging risks to identify opportunities for improvement.
• Provide expert advice and deliver governance reporting for the CALHN Consumer Experience Program.
• Partner with consumers and teams to strengthen consumer-centred care and service excellence.
• Utilise consumer feedback and insights to support CALHN in driving continuous improvement, enhancing service quality and strengthening the experience of our diverse consumers.

Skills

Leadership

Consumer experience

Data analysis

Governance

Stakeholder communication

Education

Degree or equivalent

Job description

SA Health - Central Adelaide Local Health Network (CALHN) invites applications for the Manager Consumer Experience Team role in Adelaide. This permanent full-time position oversees the Consumer Experience Team, handling complaints, compliments and early resolution, and uses feedback and risk insights to drive service improvements.

You will provide leadership, governance reporting and expert advice to promote consumer-centred care across CALHN, partnering with consumers, carers and staff to embed