Feedback and Improvement Advisor

At Endeavour Foundation, we believe in making possibilities a reality for people with intellectual disability. As one of Australia’s leading NDIS providers, we are committed to delivering high-quality, person-centred services. We are now seeking a dedicated **Feedback and Improvement Advisor** to help us strengthen our feedback and complaints management framework and drive continuous improvement across the organisation.

**About the Role**

As the **Feedback and Improvement Advisor**, you will oversee the organisation’s feedback and complaints management framework. You will identify systemic issues and use data insights to drive service improvements. This role is key to enhancing client experience, supporting compliance, and embedding a culture of learning and accountability.

You will maintain oversight of complaints and feedback, engage with other areas of the organisation to improve processes, and analyse data to identify trends and opportunities. While this role does not manage or respond to individual complaints, it plays a critical part in ensuring quality governance and continuous improvement. You will work autonomously, managing a full workload with limited oversight, and collaborate across teams to deliver strategic outcomes.

**Key Responsibilities**
- Lead the implementation and governance of the feedback and complaints management framework
- Provide advice and quality assurance on complaint responses across the organisation
- Analyse feedback and complaints data to identify trends, risks, and improvement opportunities
- Collaborate with teams to implement improvement initiatives based on feedback insights
- Prepare high-quality reports for executive and governance committees
- Deliver training and support to staff on complaints handling and feedback culture
- Ensure data privacy and compliance with regulatory requirements
- Monitor changes in the regulatory environment and adjust frameworks accordingly

**What You’ll Bring**
- Minimum 3 years’ experience in complaints handling, client services, or continuous improvement
- Strong analytical skills with the ability to identify trends and root causes
- Excellent communication and stakeholder engagement skills
- Experience in regulated sectors such as disability, health, or human services
- Ability to manage complex cases and provide clear, empathetic responses
- High attention to detail and strong problem-solving capabilities
- Emotional resilience and ability to manage sensitive or confronting information
- Understanding of the NDIS ecosystem and person-centred practice is highly regarded
- Tertiary qualifications in social work, psychology, public administration, or a related field, or a relevant Certificate IV/Diploma with equivalent experience

**Why Join Us?**
- Be part of a purpose-driven organisation making a genuine difference in the lives of people with disability
- Access a competitive salary, as well as salary packaging benefits that enable you to increase your take-home pay
- Flexible hybrid work options - up to 2 days WFH, with the rest based at our Cannon Hill, Brisbane Head Office
- Grow in a supportive team that values collaboration, innovation, and inclusion
- Play a key role in strengthening service quality and driving meaningful change through feedback and continuous improvement

You will be required to undertake a **“Fit2Work” National Criminal History Check** and hold or be willing to obtain a Blue Card and NDIS Worker Screening Check.

**At Endeavour we offer a range of employee benefits including**:

- Salary Packaging Benefits Package up to **$15,900** of your annual salary tax free
- In addition to your tax-free benefit, you can also use up to **$2,650** of your pre-tax income to pay for entertainment expenses (meals, holiday accommodation etc)
- An Employee Assistance Program - a free and confidential counselling service available to all staff and their family members
- Discounts on Corporate Private Health Insurance Plans, white goods, and appliances
- Discounted family gym memberships through Fitness Passport
- Paid Parental Leave
- Reward and Recognition Program
- Free flu vaccinations