Incidents and Complaints Specialist

6 months ago

Sydney, Australia Mable Full time

**This role is for HomeMade - a related entity of Mable**

HomeMade is a related entity to Mable and operate as a completely separate business, however both have a shared vision for self-management.

We are a health-tech start-up established in 2020, focusing on transforming home care in Australia through our creative approach which is designed to support people in achieving their goals whilst living at home.

Leveraging on our technology platform, we are an approved provider that specialise in self-management. We partner with our customers to create unique support plans that meet their needs and optimise their funds, making the most out of their Home Care Package (HCP). Our approach is simple and keeps people in control of their package, funding, and support.

To find out more, click here.

An exciting opportunity exists to join our team as a Feedback and Complaints Specialist, helping older people to live the life they want. Reporting directly to the Quality, Risk and Feedback Manager you will be working closely with all areas of the business to manage and resolve complaints to deliver a high-quality service experience as our customers go through all stages of the HomeMade journey.

**Key Responsibilities**:

- Working with complainants and internal teams to investigate all complaints, feedback and develop options to achieve resolution within required timeframes
- Be the first point of contact for all escalated complaints received
- Using best practice complaint management techniques to maintain and improve on HomeMade’s Feedback and Complaints process
- Ensure all complaints are recorded and maintained within the Complaints register
- Work with external service providers to investigate complaints relating to provision of service and support
- Investigate and prepare formal responses for formal complaints from external bodies
- Preparation of feedback and complaints reports using insights gathered on all complaints, compliments and general feedback
- Identify systemic issues and escalating and managing risks and opportunities for improvement
- Developing positive and collaborative working relationships with team members and internal and external stakeholders. Promoting open disclosure and fostering a zero blame culture.
- Carry out additional tasks within the Quality Risk and Feedback team as required

**Your Skills and Experience**:

- **To be successful in this role, you will be passionate about helping to create a bright future for older Australians, and our values resonate with you.** **The key to your success will be your ability to;**:

- Previous experience in complaint handling with demonstrated negotiation skills using best practice resolution skills
- You are a good listener, problem solver and people person
- You pride yourself and gain great satisfaction in providing amazing customer service
- HomeMade is a technology enabled business, therefore we need tech savvy people who love to learn new things and experience troubleshooting
- You need to be confident using Google suite, Salesforce, and cloud-based contact centre software or can demonstrate an ability to pick similar systems up quickly
- You approach work with high-energy, drive and internal motivation in a fast paced and flexible environment
- You exhibit adaptability, resilience, transparency, trustworthiness, passion and innate curiosity
- It’s important to note that while home/ aged care experience is appreciated, it's not essential to succeed in the role.

**Who you will be working with**

You would be joining our team, a group of people who know they can make a difference to their customers. We are an efficient, contemporary, and customer-focused business that works in a Supportive family-friendly working environment.

**The values we live by**

**\uD83E\uDEF6\uD83C\uDFFCPUT PEOPLE FIRST - **People and relationships matter most

**\uD83E\uDE81 FOSTER FREEDOM -** Life should be lived in a way that makes sense for you, without unnecessary controls or external restrictions

**\uD83D\uDC96DO THE RIGHT THING -** What is fair, honest, open, ethical, and transparent

**\uD83D\uDCA1BE BOLD - **With a vision to imagine and create a brighter future

**Life at HomeMade**

**\uD83C\uDFE0**
**Hybrid set-up - **Work from home or in the office (depending on what suits your circumstance). Our Head Office is situated within the Hilton Hotel, in Sydney's CBD.

**\uD83D\uDC95 We care - **Be surrounded by a supportive, family-friendly working environment.

\uD83E\uDEB4
** Keep growing with us -** Ongoing career development opportunities.

\uD83C\uDF89
**Floating Public Holidays - **Our Floating Public Holidays policy is just one way the company demonstrates its commitment to the wellbeing of our people and to creating a culture of greater inclusion.

\uD83D\uDE4B\uD83C\uDFFC‍ ️
**Volunteer day - **One paid day per calendar year to volunteer for your community. We encourage you to volunteer in the disability or aged care sector, but it’s yo

  • Incidents and Complaints Specialist

    6 months ago

    Sydney, Australia Mable Full time

    **We’re powered by purpose** Mable is an online platform connecting Australians looking for disability and aged care support to independent support workers. Since 2014, we’ve been helping our community live their kind of independence, and today we’re one of Australia's largest and fastest growing healthtech platforms. We have been recognised in...

  • Incidents and Complaints Manager

    3 months ago

    Sydney, Australia Mable Full time

    **We’re powered by purpose** Mable is an online platform connecting Australians looking for disability and aged care support to independent support workers. Since 2014, we’ve been helping our community live their kind of independence, and today we’re one of Australia's largest and fastest growing healthtech platforms. We have been recognised in...

  • Incident & Complaint Manager

    7 months ago

    Sydney, Australia Equity Trustees Full time

    We're excited to offer you a fantastic opportunity to join our Oversight, Risk, and Insurance team within the Corporate and Superannuation Trustee Service (CSTS). In this role, you'll play a pivotal part in ensuring that service providers manage incidents within CSTS' risk appetite effectively and efficiently. Your focus will be on ensuring member complaints...

  • Complaints & Customer Resolution Analyst

    7 months ago

    Sydney, Australia Combined Insurance Full time

    **Your Role** You will assist in the investigation and resolution of internal and external customer complaints regarding retail and wholesale policies for Australia and New Zealand. As part of this role, you will assist with the reporting of incidents and breaches to ensure compliance in accordance with regulatory, industry, legal and company standards and...

  • Complaints Officer Aps5

    7 months ago

    Sydney, Australia Hudson Australia Full time

    APS5 Complaint Officer roles Locations - Canberra, Sydney, Brisbane and Melbourne 6 month contracts with the view to extend $55 per hour + super About the role - Assessing and monitoring complaints and other regulatory intelligence - Managing a caseload of complaints in connection with the provision of supports and services - Identifying and providing...

  • Customer Complaints Resolutions Specialist

    1 week ago

    Sydney, New South Wales, Australia Allianz Australia Full time

    Dispute Resolution SpecialistThis is an opportunity to join a leading company in Australia, Allianz Australia, as they continue to grow and expand. The Dispute Resolution Specialist role plays a crucial part in resolving customer complaints in accordance with external dispute guidelines, policies and procedures.About the RoleAllianz Australia offers a...

  • Complaint & Customer Resolution Manager

    7 months ago

    Sydney, Australia Chubb Full time

    **Your Role** You will lead our Australia & New Zealand complaints team and ensure the efficient and effective operation of the Complaint & Customer Resolution (CCR) Service in resolving customers complaints and disputes in compliance with Chubb’s internal framework and regulatory requirements. You will focus on delivering a positive customer experience...

  • Customer Complaints Resolution Specialist

    4 weeks ago

    Sydney, New South Wales, Australia Healthdirect Australia Full time

    Job DescriptionWe are seeking an experienced Customer Complaints Resolution Specialist to join our team at Healthdirect Australia. In this role, you will be responsible for the oversight and management of all complaints and escalations that are processed by the My Aged Care contact centre.About the RoleActive management of complaints and escalations handled...

  • Complaint Learning and Development Specialist

    6 months ago

    Sydney, Australia Insurance Australia Group LTD Full time

    Complaint Learning and Development Specialist **Make a difference as a Complaints Learning and Development Specialist.** **Join the largest insurance group in Australia and New Zealand.** **Your Role** This role will see you support the learning and development of Customer Relations & Dispute Resolution Specialists to achieve optimal resolution of...

  • Aps5 Complaint Handling Officer

    7 months ago

    Sydney, Australia HAYS Full time

    APS5 | Attractive Hourly Rate | 18-month Contract | Hybrid Working **Your new company** This independent statutory authority, established by the Australian Federal Government, is seeking multiple APS5 Complaints Officers to join them for an 18-month period. **Your new role** As an APS5 Complaints Handling Officer, you will assess and monitor complaints...

  • Deputy Complaints and Customer Resolution Manager

    2 weeks ago

    Sydney, Australia Chubb Full time

    **Your Role** You will be responsible for assisting with the efficient and effective operation of the Complaints and Customer Resolution Service (CCR Service) in resolving customers’ complaints in compliance with Chubb’s internal framework and regulatory requirements. You will engage with external stakeholders such as the Australian Financial Complaints...

  • Complaint Learning and Development Specialist

    6 months ago

    Sydney, Australia IAG New Zealand Full time

    **Make a difference as a Complaints Learning and Development Specialist.** **Join the largest insurance group in Australia and New Zealand.** **Your Role** This role will see you support the learning and development of Customer Relations & Dispute Resolution Specialists to achieve optimal resolution of complaints at IAG. As the Complaints Learning and...

  • Product Complaints Coordinator

    6 months ago

    Sydney, Australia Device Technologies Australia Full time

    **About us** **Since 1992, Device Technologies has been dedicated to improving patients’ lives through leading edge technology and services, **supplying hospitals and healthcare professionals with high-calibre medical solutions from around the world. Over 30 years, Device Technologies has developed a reputation for the quality, dedicated service and...

  • IT Incident Resolution Specialist

    1 month ago

    Sydney, New South Wales, Australia KAPiTAL Consulting Full time

    KAPiTAL Consulting is a niche Fintech Recruitment Business specialising in Technology, Project Services and Data Recruitment across Australia. Our mission is to connect talented professionals with leading financial institutions.Job OverviewWe are seeking an experienced IT Incident Resolution Specialist to join our team. This role will be responsible for...

  • Manager, Complaints

    6 months ago

    Sydney, Australia REA Group Full time

    Manager, Complaints & Investigations- Make an impact on brokers and customers, creating the best outcome for both parties- Permanent role based in Sydney or Melbourne- We have long-term partnerships with charities working to address homelessness We're REA - REA Group is not your average digital business. From humble beginnings in a garage in Melbourne’s...

  • Complaint Resolution Manager

    7 months ago

    Sydney, Australia CFS Full time

    Complaint Resolution Manager Are you ready to be part of an organisation that values expertise, passion and diversity? At CFS we know that the foundation of our success lies in our exceptional people. We believe in celebrating individuality, have a passion for high performance and creating an environment where you can unleash your full potential. Our people...

  • Complaint Resolution Manager

    7 months ago

    Sydney, Australia CFS Full time

    Are you ready to be part of an organisation that values expertise, passion and diversity? At CFS we know that the foundation of our success lies in our exceptional people. We believe in celebrating individuality, have a passion for high performance and creating an environment where you can unleash your full potential. Our people enable us to make a...

  • Risk Manager

    4 months ago

    Sydney, Australia Insignia Financial Ltd Full time

    Risk Manager - Complaints & Remediation **Location**:Sydney, NSW, AU, 2000 - Adelaide, SA, AU, 5000 - Hobart, TAS, AU, 7000 - Brisbane, QLD, AU, 4000 - Melbourne, VIC, AU, 3000**Employment Type**:Permanent Full Time- At Insignia Financial, your voice, ideas and individuality counts - Location Agnostic with hybrid working arrangements - Permanent Full-time...

  • Complaint Resolution Lead

    2 months ago

    Sydney, Australia Montu Full time

    **Company Description** Montu is one of Australia's leading health tech businesses and a leader in alternative health services. With operations in Australia and Europe, we take a technology-first approach to reshaping the landscape for suppliers, practitioners, pharmacies and patients. Montu operates a fully integrated, end-to-end ecosystem of healthcare...

  • Complaints Management Specialist

    4 weeks ago

    Sydney, New South Wales, Australia Legal Aid NSW Full time

    The Department of Education is seeking a skilled Project Officer (System Administration) to join the Staff Complaints Team in Parramatta. This exciting opportunity will allow you to make a real impact by ensuring the effective management of staff complaints and promoting a culture of transparency and accountability.As a key member of the team, you will work...