Volunteers, Consumer Engagement And Experience Manager

Mq Health Pty Ltd; Sydney; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Salary packaging

12% superannuation

Permanent full-time role

Job summary

Macquarie University Health seeks a Volunteers, Consumer Partnership and Experience Manager to lead our established volunteer program, ensure robust governance, and align initiatives with our Consumer Partnership Framework and Action Plan.

You will report to the Deputy CEO and work with clinical, operational and academic teams to translate experience data into practical improvements and drive consumer engagement across the precinct.

Qualifications

• Relevant tertiary qualification or equivalent experience in volunteer services, consumer engagement, patient experience or quality improvement.
• Experience establishing consumer participation structures and facilitating co-design to improve services.
• Experience designing roles, recruiting, onboarding and developing staff or volunteers.
• Understanding of governance, risk, privacy, safeguarding and WHS for volunteers and consumer engagement.
• Strong written and verbal communication with the ability to influence diverse stakeholders.
• Experience leading improvement initiatives from planning through evaluation with computer skills (Word, Excel, rostering systems).

Responsibilities

• Lead the volunteer program end-to-end: strategy, recruitment, onboarding, rostering and daily coordination.
• Maintain volunteer policies, scope-of-practice boundaries and escalation pathways in line with WHS and safety requirements.
• Coordinate volunteer training, education, supervision, recognition and annual celebration activities.
• Support the Consumer Advisory Committee: member recruitment, agenda development and liaison with the Chair.
• Develop broader consumer engagement mechanisms aligned with the Consumer Partnership Framework and Action Plan.
• Apply experience-based co-design methods and monitor measures with regular governance reporting.

Skills

Volunteer management

Consumer engagement

Governance & risk

Stakeholder management

Education

Tertiary qualification

Tools

Excel

Word processing

Rostering systems

Job description

• Salary Package: Attractive manager level salary, plus 12% superannuation and salary packaging benefits
• Employment Type: Full-time, permanent
• Location: Macquarie University, Wallumattagal Campus, North Ryde

Drive innovation in healthcare, transform patient outcomes, and advance your career today.

Patients, carers and consumers bring insight that cannot be found anywhere else, and volunteers bring warmth and practical support at the moments people need it most. This role brings those contributions together across Macquarie University Health, leading our volunteer program, supporting the Consumer Advisory Committee, and progressing the initiatives set out in our Consumer Partnership Framework and Action Plan. Reporting to the Deputy CEO, you will work alongside clinical, operational and academic teams to make sure consumer voices shape the way care is planned, delivered and improved.

About The Role

As the Volunteers, Consumer Partnership and Experience Manager, you will lead an established and growing volunteer program to ensure that it continues to be well governed, genuinely rewarding and aligned to areas of greatest need, while building the structures that allow consumers to partner with us in service planning, redesign, education and research. You will also work closely with the Patient Safety and Quality team to translate experience data, feedback and complaint themes into practical improvements across the precinct.

Key areas of responsibility include:

• Leading the volunteer program end to end, including strategy, role design, recruitment, onboarding, rostering and day-to-day coordination
• Maintaining volunteer policies, procedures, scope-of-practice boundaries and escalation pathways, and ensuring alignment with WHS, infection prevention and patient safety requirements
• Coordinating volunteer training, mandatory education, supervision, feedback, recognition and annual celebration activities
• Supporting the Consumer Advisory Committee, including member recruitment, agenda development, liaison with the Chair and presenters, and closing the loop on consumer feedback
• Developing broader consumer engagement and partnership mechanisms in line with the Consumer Partnership Framework and Action Plan, and building organisational capability through training, coaching and toolkits
• Applying experience-based co-design methods and monitoring experience measures, qualitative insights and workforce metrics, with regular reporting to governance committees and executives

About Us

Macquarie University Health combines Macquarie University Hospital, the Macquarie University Health Clinics and the Macquarie University Faculty of Medicine, Health and Human Sciences to deliver integrated clinical care, research and learning. Our integrated approach is designed to deliver holistic patient care and treatment informed directly by the latest research and continuous learning, for improved patient outcomes, enhanced student experiences, and more and better research.

As Australia's first fully integrated academic health precinct on a university campus, we are guided by our values and by a shared commitment to compassionate, coordinated, patient-centred care.

About You

• Relevant tertiary qualification in health, social services, management or a related field, and/or equivalent experience in volunteer services, consumer engagement, patient experience or quality improvement
• Demonstrated experience establishing and supporting consumer participation structures, such as consumer representatives, advisory committees or volunteer programs, and facilitating co-design to improve services and care pathways
• Experience designing roles, recruiting, onboarding, training and developing staff or volunteers
• Strong understanding of clinical governance and operational risk management, including privacy and confidentiality, safeguarding, WHS and infection prevention controls relevant to volunteers and consumer engagement
• High-level written and verbal communication and interpersonal skills, with proven ability to build trusted relationships and influence clinical leaders, operational teams, volunteers and executives across a complex organisation
• Demonstrated experience leading improvement initiatives from planning through to implementation and evaluation, supported by proficient computer skills including word processing, Excel and rostering systems

Applications Close: Wednesday 11th November, 11:59pm AEDT

We reserve the right to progress or not proceed with applications prior to the closing date, and to close the advertisement early if required.

Please note this position is only open to Australian citizens, permanent residents and those currently residing in Australia with full working rights.

Pre-Employment Checks

Macquarie University Health cultivates a workplace defined by safety, ethical conduct, and strong integrity. Prior to completion of an offer of employment, preferred candidates will be required to participate in a combination of pre-employment checks relevant to the role they have applied for.

Your employment is conditional upon the completion and maintenance of all role-required pre-employment or background checks in terms satisfactory to Macquarie University Health.

If you're already part of the Macquarie Group (MQ University, U@MQ, MQ Health, MGSM), you'll need to apply through your employee Workday account. To apply for this job: Login to Workday and go to the Careers App > Find Jobs.

Applications Close:

11/11/2026 11:59 PM

A Place Where You Belong

At Macquarie, we believe diversity makes us stronger, inclusion drives our success, and belonging inspires us to do our best work. We are proud to foster a community where different backgrounds, identities, and experiences are valued, and where our people are empowered to thrive through supportive leadership, shared responsibility, and a deep commitment to genuine care and respect for our community. Find out more about our vision for a truly inclusive workplace in our Diversity, Inclusion and Belonging Framework.