Complaints Lead

**Your new role**

Reporting to the Head of Safeguarding, the Complaints Lead will play a pivotal role in standardising and enhancing our feedback and complaints systems for Scope clients and their support networks. In addition, you will be responsible for:

- Building complaints management accountability in service delivery.
- Supporting service delivery with the management of complex complaints and complaints for which service delivery has been unable to reach a satisfactory outcome.
- Supporting the development and promotion of a formal advocacy system across the business.
- Building capability in service delivery regarding the provision of advocacy to clients and supporting client referrals to external advocacy services.
- Establishing and fostering a culture across Scope in which feedback and complaints are welcomed
- Engaging people to build positive relationships - a focus on fostering a culture of collaboration, inclusivity and trust across the organisation

**About you**

As a Complaints Lead, you will demonstrate strong leadership qualities, working strategically with other leaders to align our organization's overall strategy. Your drive for results and accountability will help deliver tangible outcomes that align with Scope's strategic goals. Building positive relationships, fostering inclusivity, and earning the trust of your colleagues will be crucial for success in this role. You will be a role model, leading by example, and supporting culture change by developing individuals' skills in complaint handling.

In addition, your ability to deliver workshops and presentations, conduct root cause analysis, and adapt to changing business needs will set you apart. We value collaboration, emotional intelligence, and problem-solving skills that foster effective relationships and build trust.

**Who is Scope?**

Scope is one of the largest not-for-profit disability service providers in Australia, supporting thousands of people with complex intellectual, physical, and multiple disabilities. We operate across Victoria and New South Wales through more than 425 service locations and support more than 5600 people.

At Scope, we work together to create meaningful opportunities for people with disabilities to belong and thrive.

View our stance on inclusion and diversity, human rights and our Covid-19 policies.

**_ Please note_**_, successful applicants will be required to hold a NDIS Worker Screening Check Clearance and a Working with Children Check. If you have lived or worked for a continuous period of 12 months or more in another country within the last 10 years, a certified International Police Check from that country/countries will also be required. As part of our Covid-19 response the Scope Covid-19 policy requires all our employees regardless of the job to have received at least 3 doses of a Covid-19 vaccine. Please note that the offer will be conditional on meeting these requirements._