Senior Service Quality Manager
2 weeks ago
Job Opportunity:
About the RoleWe are seeking a skilled professional to drive customer engagement, manage complex complaints, and lead service quality improvements across our operations.
Key Responsibilities:
- Provide expert guidance on best practices in customer engagement and complaints resolution.
- Lead the investigation and resolution of complex complaints and incidents, while identifying and implementing systemic improvements.
- Advocate for customers, ensuring feedback drives positive service enhancements.
- Collaborate with operational teams to build capabilities in customer service excellence.
- Monitor compliance with regulatory standards to maintain high service quality.
Required Skills and Qualifications:
- A tertiary qualification in Business, Customer Experience, Social Work, Healthcare, or a related field.
- AHPRA registration (preferred for Care Operations).
- Proven experience in customer engagement, complaints resolution, and service quality within aged care, healthcare, or community services.
- Strong analytical, problem-solving, and report-writing skills.
- Expertise in incident investigation, root cause analysis, and process improvement.
- Excellent stakeholder engagement skills, with the ability to advocate for customers and liaise with regulatory bodies.
Benefits and Opportunities:
Competitive salary, plus access to salary packaging. Work in a supportive environment with a focus on continuous improvement. Build your career in a growing organization with opportunities for professional development and advancement.
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