Customer Experience Excellence Lead
24 hours ago
About the Role
The Customer Experience Excellence Lead is responsible for driving organisational-wide improvements to enhance the voice of the customer across all service streams. This involves developing and implementing comprehensive policies and procedures for effective complaints management, promoting a culture of continuous improvement, and ensuring compliance with regulatory requirements.
This role leads Baptcare's complaint resolution management, collaborating and supporting teams to gather, analyse and act on consumer feedback with actionable insights to enhance the overall customer experience. Maturing consumer advisory bodies and the consumer engagement framework across the organisation will support our drive toward customer experience excellence.
Key Responsibilities
- Develop and execute the strategic vision for customer 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 customer 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 of 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.
Qualifications and Experience
- Bachelor's degree in healthcare administration, social work, psychology, business administration, or a related field.
- Demonstrated experience in a senior leadership role within complaints management or a related field.
Salary Information
We offer a competitive salary of $90,000 - $110,000 per annum, plus access to the tax benefits of salary packaging and novated leasing.
Benefits
- Work with a supportive and dynamic team.
- 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.
Location
This role is based in Camberwell, Victoria.
How to Apply
Click 'Apply Now' to submit your application.
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