Manager, Consumer Experience Team

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

Benefits offered by this job

Salary packaging

Novated lease options

Flexible work options

Leave loading

Fitness discounts

Flu vaccinations

Wellbeing support

Job summary

Central Adelaide Local Health Network (CALHN) seeks a Manager Consumer Experience to lead the Consumer Experience Team and program, overseeing complaints, compliments and early resolution. You will use feedback, surveys and risk insights to support service improvement and consumer-centred care across CALHN.

You will partner with consumers, carers and staff to incorporate diverse perspectives into service design and governance reporting, driving continuous improvement and high-quality patient

Qualifications

• Hold a relevant degree or equivalent skills and experience.
• Lead teams and 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.

Responsibilities

• Lead CALHN’s Consumer Experience Team.
• Oversee complaints, compliments and early resolution.
• Analyse feedback, surveys and emerging risks to identify opportunities for improvement.
• Provide expert advice and 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 drive continuous improvement and strengthen the experience of diverse consumers.

Skills

Degree or equivalent

Team leadership

Complaint handling

Data to insights

Executive reporting

Stakeholder influence

Education

Relevant degree or equivalent

Job description

Central Adelaide Local Health Network (CALHN) - Manager Consumer Experience Team

• Adelaide CBD SA 5000 | Allied Health and Consumer Partnerships


• ASO8: $130,046 to $134,956 p.a. plus superannuation and salary packaging


• Permanent full time | 37.5 hours per week

About CALHN

At Central Adelaide Local Health Network (CALHN), we’re shaping the future of health through clinical care, research and innovation. Join a network that delivers safe, connected and high-quality healthcare, where your work can make a real difference to patients, carers and communities. At CALHN, every voice matters. We prioritise the safety of our staff and patients, and stay connected across teams to deliver a seamless patient journey through our Safe and Connected Operating Model.

About the Role

Lead CALHN’s Consumer Experience Team and Consumer Experience Program, overseeing complaints, compliments and early resolution processes. Drawing on consumer feedback, survey data and risk insights, you will provide leadership, expert advice and governance oversight to support service improvement, strengthen quality and promote consumer-centred care across CALHN. Working in partnership with consumers, carers and staff, you will help ensure diverse perspectives inform service design, delivery and continuous improvement.

• 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

About You

To be successful in this role you will:

• Hold a relevant degree or equivalent skills and experience


• Lead teams and 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

Bring knowledge of consumer centred care, healthcare complaints management, governance, risk and quality improvement. Your ability to build staff capability and manage competing priorities will help embed a consistent, responsive approach across CALHN.

Why You’ll Love It Here

• Access salary packaging and novated lease options


• Build your skills and explore career pathways across CALHN


• Share expertise with colleagues across disciplines


• Explore flexible work options where available


• Enjoy leave loading, fitness discounts and flu vaccinations


• Access confidential wellbeing support for you and your family

Salary packaging includes up to $9,010 for living expenses and $2,650 for meals and entertainment, plus pre tax superannuation options.

Diversity and Inclusion

We’re committed to building an inclusive workplace where everyone feels safe, respected and supported. We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, culturally diverse backgrounds and LGBTQIA+ communities.

Application Information

• Role description:


• Appointment is subject to satisfactory criminal history clearances and compliant immunisation screening as indicated in the role description.


• Immunisation risk category: C.

Please refer to the role description for the essential educational or vocational qualifications and full requirements of the role.

Curious about this role

Connect with Ash Green - Executive Officer, Allied Health and Consumer Partnerships

Email:

Applications close: 11:55 pm, Sunday 08 November 2026
Job reference: 949609