Feedback Manager

A supportive team with career development and advancement opportunities
- Competitive Remuneration Package
- Permanent full-time role, Hybrid environment

A critical role to the ongoing success of our services, the Feedback Manager seeks to continually monitor and improve how we manage feedback across all HammondCare services and portfolios.

**About the role**:
Reporting to the Head of Risk and Quality, Feedback, you’ll work within the Mission in Action of HammondCare and have responsibility for leading and managing:

- The feedback policy and processes ensuring they are effectively implemented in all operational and enabling areas.
- The Feedback Coordinators to assist services to identify feedback and provide advice and assistance to ensure complaints are managed in a sensitive, intelligent and measured way.
- Communications - ensuring they are completed effectively and respectfully with people over the phone and in written formats.
- Communicate with a variety of audiences including staff, residents, clients, patients and their representatives, and other stakeholders such as government bodies.
- Where necessary investigation of complaints and development of improvement plans or projects to address deficits in care or service.
- Consultation with external complaint bodies including the Australian Aged Care Quality and Safety Commission.
- Reporting formal complaints to the HammondCare Leadership Team and Board as required.

**About you**:

- A relevant health or care related tertiary qualification with experience.
- Experience and knowledge of Health and/or Residential Aged Care, continuous improvement, quality management and/or accreditation standards and processes.
- Experience supporting the management of feedback and resolution of complaints
- Experience working with a team of skilled professionals.
- Strong interpersonal and communication skills including high level written and oral communication, negotiation, customer focus and solution focused skills.
- Experience in operating effectively in a multi-site environment.
- Strong administrative and computer skills.
- Ability to work independently and as part of a wider team.
- Demonstrated experience managing enquiries and and responses with government/regulatory bodies _(desirable)_.

**Benefits**

We care about your wellbeing at HammondCare and as a result offer a wide range of health and lifestyle benefits including:

- Fitness Passports; Full facility access can include gyms, group classes and pools for yourself and your family.
- Discounts across a range of household names such as JB HI- FI
- Option to purchase up to 2 weeks additional annual leave
- 14 weeks Paid Parental Leave
- Learning and development opportunities

**About HammondCare**:
HammondCare is an independent Christian charity that has been serving families in Australia since 1932. We are an organisation that is led by our values, our passion is improving the quality of care for people in need. As one of Australia’s most innovative health and aged care providers, we champion life for every person in our care.

HammondCare is committed to creating an inclusive workplace that promotes and values diversity and inclusion. We strive on creating an equal employment environment where everyone from any background can be themselves.
- HammondCare is committed to creating an inclusive workplace that promotes and values diversity and inclusion. We strive on creating an equal employment environment where everyone from any background can be themselves._
- All short-listed applicants for these positions will be asked to consent to a criminal record check, and must provide evidence of Covid 19 vaccination’s including the Booster _
- Talent Acquisition team & Hiring Managers kindly request no unsolicited resumes from recruitment agencies. HammondCare isn’t responsible for any fees related to unsolicited resumes_