Complaints and Feedback Officer

Design & Growth | Administration

**Complaints and Feedback Officer | Located at our newly built Oak Flats office**
Join Warrigal, a leading organisation committed to excellence in aged care. At Warrigal, we believe in creating a world where older people feel known, loved, and connected. We are seeking a Complaints and Feedback Officer to join our Design and Growth team and help us deliver transparency, accountability, and continuous improvement across our services.

**About Warrigal**
At Warrigal, our values - Integrity, Respect, Innovation and Compassion - guide our approach and our vision is simple yet profound: a world where older people feel known, loved, and connected. Guided by our purpose—Enabling older people live their best lives on their terms—we’re dedicated to providing dignity, community, and belonging.

We believe in creating joyful experiences, lasting memories, and a society that celebrates aging. Every team member at Warrigal contributes to this legacy, ensuring it continues to inspire generations to come.

**The opportunity**
This is an exciting opportunity to join Warrigal as a Complaints and Feedback Officer, a role that is central to our commitment to transparency, accountability, and continuous improvement. You will ensure that feedback and complaints are managed effectively and respectfully, with actions documented and monitored through to timely completion. Acting as the key point of coordination, you’ll record, track, and follow up on all feedback and complaints, liaising with teams to resolve issues and escalate high-risk matters when needed. Beyond process management, you’ll help foster a positive feedback culture by supporting staff understanding, compliance audits, and training initiatives. This role is perfect for someone who values integrity, attention to detail, and collaboration, and who wants to make a real impact on the experience, safety, and wellbeing of our residents, families, and staff.

**What You’ll Bring**
**Essential**:

- Strong understanding of system management and recording systems
- Proficiency in data entry with attention to detail and accuracy
- Analytical and problem-solving skills with the ability to identify trends
- Excellent time management and organisational skills
- Intermediate computer literacy (Microsoft Office suite and data tracking tools)
- Integrity and confidentiality when handling sensitive information
- Collaborative mindset and ability to work across teams

**Desirable**:

- Experience in aged care, community services, or a regulated environment
- Knowledge of the Aged Care Quality Standards, Charter of Aged Care Rights, and related legislation
- Experience with risk management and complaints handling

**What we Offer | Recognising your value**
- This is a Full-Time position of 38 hours per week
- Attractive base salary of $72,400 - based on experience + super + packaging benefits - inclusive of ADOs and leave loading.
- Not For Profit salary packaging benefits - pay up to $18,550 less tax per year, meaning more money for you
- Career break schemes, additional purchased leave and more
- Commitment to on-going professional and career development
- Subsidised access to your local gym and 200+ more across the country with a Fitness Passport
- 24/7 access to mental, physical, social and financial support via the LifeWorks app

**What our people love about working here**:
**A focus on purpose over profit**: As a not-for-profit organisation, our leaders and board care deeply about the vision. What’s in the best interests of older people always trumps profits. Everything goes back into the business. And everything you do has a meaningful impact in the local community.

**A supportive, passionate culture**: It’s a community filled with inspiring, big-hearted people. We back each other, listen without judgement and lead with kindness, respect and unwavering support - for our customers, residents and each other. This is encouraged from the top down and worked hard at - every day.

**Leaders who value you**: It’s important you feel valued. To us, this is not a one-off task. But a commitment to creating an environment where you feel seen, heard and valued - every day. Leaders and managers go out of their way to understand you, respect your opinions and hear what you have to say. This creates greater unity and collaboration with each other.

**Time for a life that matters**: We want you to feel part of our community, to have a place to belong, while respecting your life outside work. You’ll have the flexibility to fit work around your needs, take career breaks and purchase extra leave to make time for the people, places and life that matters to you.

**Do work that matters to you**

This is your chance to do work that matters, and make a meaningful difference to the lives of Australia’s older community - now and in the future.

**JOIN US AND BE THE DIFFERENCE**

If successful, you may be asked to do a medical, National Criminal History Check or NDIS W