Manager, Consumer Experience Team

Description:

• Central Adelaide Local Health Network, Adelaide
• Salary MAS-3 $127,859 p.a. + Superannuation and Salary Sacrifice Benefits
• Full-time temporary up to 31/7/26

About the Role

As the Manager, Consumer Experience, you will play a pivotal role in ensuring that consumer feedback is managed effectively across the organisation. Reporting to the Executive Director, Corporate Affairs, you will oversee the coordination of complaints management, including complex and serious cases, providing expert advice and liaising with key stakeholders. A strong understanding of risk management and the appropriate escalation processes will be essential in ensuring that complaints are handled with the utmost confidentiality and professionalism. You will also maintain an organisation-wide perspective on complaint data, identifying trends and providing recommendations for continuous improvement opportunities.

In addition to overseeing complaints management, you will be responsible for developing business processes, training, and support to help staff respond to complaints promptly and consistently. Your expertise will contribute to the development of the Consumer Experience Framework and Consumer Strategy, and you will be required to provide regular updates to the Executive and Board. This role offers the chance to make a meaningful impact by fostering a culture of continuous improvement and delivering exceptional consumer experiences within the health sector.

About You

We are seeking an experienced and dynamic individual to take on the role of Manager, Consumer Experience. To be successful in this role, you will bring a blend of expertise in consumer experience, management, and customer service.

Key Requirements:

• Qualifications: Graduate-level qualification in business, marketing, health, or social sciences.
• Leadership & Communication: Proven leadership abilities with strong oral and written communication skills, including the ability to manage conflict and deliver high-level reports.
• Experience: Experience in leading high-performing teams, managing data reporting, and developing policies in a multidisciplinary environment.
• Knowledge & Skills: In-depth knowledge of consumer experience, complaints management, quality improvement, and relevant policies and legislation within a health setting.

About CALHN

The Central Adelaide Local Health Network includes South's Australia's major quaternary facility, the Royal Adelaide Hospital, The Queen Elizabeth Hospital, the Hampstead Rehabilitation Centre, and the Repat Health Precinct. We also deliver mental health services at Glenside Health Services and at a range of other locations across the metropolitan and regional areas.

We're looking for talented staff to join us and help us to shape the future of health through world-class care and world-class research and achieve our vision of being in the top 50 health services in the world and top 5 in Australia.

Benefit of Joining CALHN

At CALHN, we're dedicated to your career satisfaction and wellbeing, offering tailored benefits for healthcare professionals, including:

• Salary Attractions: Flexible options for salary packaging covering living expenses, meal and entertainment allowances, and novated leasing.
• Annual Leave: Enjoy paid recreation leave for essential rejuvenation, with leave loading applied.
• Flexible Work Arrangements: The South Australian public sector promotes diversity and flexible ways of working including part-time. Applicants are encouraged to discuss the flexible working arrangements for this role.
• Health and Fitness Benefits: Access to Fitness Passport, a discounted workplace health and fitness program available to CALHN staff and their families.
• Career Opportunities: Explore career growth within the SA Health system with opportunities for skill development and movement across various metropolitan and regional sites.
• Employee Assistance Program: Confidential counselling and support services are available via our Employee Assistance Program.

Join CALHN for a fulfilling career bolstered by comprehensive benefits and unwavering commitment to your success.

Our Commitment to Diversity and Inclusion

CALHN is an Equal Opportunities employer committed to providing an inclusive workplace that embraces diversity and inclusion for all employees. We strongly encourage applications from people of Aboriginal and Torres Strait Islander descent, culturally diverse backgrounds, disability, all genders, and LGBTQI+ community.

Application Information:

• Please refer to the role description for essential educational/vocational qualifications that may be required.
• Appointment will be subject to a satisfactory Criminal History Check and compliant Immunisation screening as indicated in the role description.
• SA Health Services are required to implement the Addressing vaccine preventable disease: Occupational assessment, screening and vaccination policy in the workplace.

Please note that unsolicited applications from recruitment agencies or third parties will not be accepted for this position.

Job ref: 897779

Enquiries to:

Application Closing Date

11:55 pm Wednesday 26 March 2025

Refer to the SA Health Career Website - How to apply for further information

897779 RD Manager, Consumer Experience Team.pdf

Australian applicant guidelines

International applicant guidelines

Flexibility Statement
The South Australian public sector promotes diversity and flexible ways of working including part-time. Applicants are encouraged to discuss the flexible working arrangements for this role.