Quality & Feedback Officer

At BaptistCare, we are passionate about supporting older individuals to live well and independently in the comfort of their own homes. If you are driven by compassion, empathy, and a desire to make a tangible difference, then read on.
 
Your Role 

As a Quality and Feedback Officer, you will play a pivotal role in supporting the delivery of high-quality services by contributing to feedback and complaints processes. Your efforts will foster genuine connections with clients and their families, ensuring their voices are heard and their concerns addressed effectively.

Through your work, you will contribute to enhancing service quality, promoting client well-being, and supporting their confidence and trust in our care. 

Key Responsibilities:

Some of your responsibilities will include but not be limited to; focusing on analysis and continuous service improvement and excellence, ensuring accurate and reliable data management and enhancing staff capability and confidence.

Other key areas of focus for the role include supporting effective and client-focused complaints management by:

• Assisting managers in coordinating the complaints process, ensuring smooth progression from receipt to resolution in line with organisation timelines.
• Collaborating with managers to support investigations and facilitate effective complaint resolution.
• Assisting with handling and responding to internal and external Requests for Information (RFIs) in compliance with policy and procedures. 
• Maintaining accurate and up to date records of RFIs, ensuring timely and appropriate responses.
• Ensuring all complaints are documented, tracked, and actioned by the relevant manager.
• Providing guidance on the complaints procedure and clarify policies in collaboration with managers.
• Assisting in stakeholder communication to address and resolve concerns proactively.
• Applying Open Disclosure principles when supporting the complaints process.

 
What do we need from you? 

• Proven experience in handling complaints or feedback in a customer-focused role, preferably in aged care, health or community services.
• Understand laws, regulations and standards relevant to aged care and health, including compliant management requirements.
• Relevant qualifications in health, aged care, social work, or related field.
• Proficiency in the use of complaints management systems and software essential for effectively handling and resolving customer complaints. Attention to detail in documentation and tracking is also crucial.
• Availability to travel between sites if required.
  
  

The benefits are endless when you join BaptistCare 
At BaptistCare, we believe that our people are our greatest asset. That’s why we’re committed to providing a supportive, inclusive, and engaging workplace, placing employee wellbeing right at the centre. Our people-first approach has earned us awards for being an exceptional employer, and we’re proud to support our dedicated teams to flourish and grow.

As an employee, enjoy access to salary packaging which may increase your take-home pay, novated leasing, rewards and recognition, programs to support your wellbeing, employee referral program and retail discounts to name a few. 

About Us 
BaptistCare is a leading for-purpose Christian-based care organisation that supports thousands of people across more than 100 locations in NSW, ACT and WA. From humble beginnings in 1944, BaptistCare has grown into one of the nation’s most respected care and community services providers. We create strong and caring communities and place people at the centre of all we do. 

Have more questions? For a confidential discussion about career opportunities, please email mytalent@baptistcare.org.au and one of our Talent Acquisition Partners will be in touch. 

If you are ready to join BaptistCare and make a genuine difference in the lives of others, we encourage you to apply as soon as possible. Please note that the closing date for applications may change without notice, so do not delay in submitting your application.