Senior Advisor Consumer Voice

Part-time

Camberwell

About Us

At Baptcare, we care. Our Mission and Vision are lived through our WE CARE Values: for our residents, customers, clients, partners, and supporters; with the very young through to the very old, the vulnerable, with families through all of life’s stages and challenges.

Baptcare is a purpose driven organisation working across Victoria, Tasmania, and South Australia. Focused on providing residential and community care for older people and support to children, families, and people with disability, financially disadvantaged people and people seeking asylum.

Our Values are Wellbeing, Ethics, Co-creating, Accountability, Respect and Effectiveness​

About the Role

The Senior Advisor Consumer Voice is responsible for enhancing the ‘Voice of the Consumer’ across all service streams, with an organisation wide approach. The Senior Advisor will develop and implement comprehensive policies and procedures for effective, proactive complaints management, promoting a culture of continuous improvement, and ensure compliance with regulatory requirements. Leading Baptcare’s complaint resolution management, you will collaborate and support teams to gather, analyse and act on consumer feedback with actionable insights to enhance the overall consumer experience. Maturing consumer advisory bodies and the consumer engagement framework across the organisation will support our drive toward consumer experience excellence.

This role ensures that the voices of consumers, their families, and other stakeholders are heard and integrated into Baptcare’s strategic planning and service delivery.

Key Responsibility Areas:

• Develop and execute the strategic vision for consumer advisory and complaints management in alignment with the organisation’s mission and goals
• Lead, mentor, and support teams to make informed decisions, manage conflict resolution to drive improved consumer outcomes
• Foster a culture of transparency, accountability, and continuous improvement throughout the organisation
• Design and implement robust complaints management policies and procedures across the organisation
• Ensure timely, empathetic, and consistent handling of complaints, with a focus on resolution and learning
• Maintain comprehensive records of complaints and actions taken, ensuring compliance with regulatory requirements
• Analyse feedback to drive continuous improvement across the organisation to enhance quality or care and service excellence
• Regulatory Compliance and Risk Management
• Ensure all complaints management practices comply with relevant laws, regulations, and accreditation standards
• Identify potential or emerging risks associated with consumer complaints and develop strategies to mitigate them
• Prepare and present regular reports to senior leadership and the board on complaint trends, resolutions, and organisational improvements

Key Selection Criteria

• Demonstrated ability to communicate effectively with stakeholders, managing mediation and complex complaint resolution
• Proven track record of delivering innovative ways that support development of a consumer centric organisation
• Demonstrated leadership with a consumer focus delivering service and practice excellence
• Demonstrated ability to handle sensitive and complex issues with empathy and professionalism
• Demonstrated experience in leading committees, ensuring the voice of consumer is heard
• Proven ability to develop and deliver training programs for staff on effective complaints handling
• In-depth knowledge of regulatory requirements and best practice in complaints management and consumer advisory
• Proficient at creatively solving challenges to improve care quality, operational efficiency, and consumer outcomes
• Alignment and commitment to Baptcare’s Mission, Vision, and Values

Qualifications and Experience

• Bachelor’s degree in health care administration, Social Work, Psychology, Business Administration, or a related field
• Demonstrated experience in a senior leadership role within complaints management or related field

For You

Baptcare is focused on living our values, not just talking about them. You’ll find the culture at Baptcare is one of genuine respect, support, and positive intention. We work hard to achieve results through change, continuous improvement, and ongoing focus on providing the best service delivery to our stakeholders. 

Further, the successful candidate will receive:

• Work with a supportive and dynamic team.
• A competitive salary, plus access to the tax benefits of salary packaging and novated leasing.
• Career and development opportunities.
• Access to confidential counselling and support services.
• Be part of an organisation and a team that is driven to make a difference to the lives of our vulnerable community members.

How to Apply

Click 'Apply Now' to submit your application. 

Only short-listed applicants will be contacted.

• Applicants must have the right to work in Australia.
• The successful applicant will be required to undergo a National Criminal History check.

If you require support with the application process, please contact gvenizelos@baptcare.org.au

At Baptcare, we value diversity in all forms and aim to co-create inclusive experiences and communities with our employees, volunteers, the people we work alongside and our partners. We are committed to diversity and inclusion across all we do and to building communities and workplaces where everyone belongs.

Baptcare is dedicated to the safety, empowerment, and participation of all children. We have zero tolerance of child abuse and are committed to a thoughtful, protective environment that supports infants, children, and young people to feel safe and respected.