Resident Experience & Quality Champion

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

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