Feedback and Complaints Coordinator

**Feedback and Complaints Coordinator | Located at our newly built Oak Flats office**

**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**

The Feedback and Complaints Coordinator at Warrigal offers a fulfilling opportunity to contribute to the continuous improvement of care and services, making a significant impact on the experience of residents, families, and staff.

In this role, you will help establish an environment characterised by transparency, trust, and a commitment to quality. By managing feedback and complaints effectively, you will ensure that all concerns are addressed in a timely and constructive manner, using the insights gathered to drive improvements across the organisation.

You will be responsible for developing and refining a comprehensive complaints management framework, working closely with cross-functional teams to resolve complex issues, and leading with professionalism and empathy. This role provides the opportunity to promote accountability, encourage a culture of learning, and help create a supportive, inclusive environment where all stakeholders feel valued and respected.

Your work will play a key part in enhancing service quality and shaping the ongoing success of Warrigal.

**What You’ll Bring**

**Essential**:

- Proven experience in overseeing feedback and complaints in a customer-focused setting, with a preference for backgrounds in aged care, healthcare, or human services.
- Strong understanding of relevant regulations and standards, including the Aged Care Quality Standards.
- Excellent analytical abilities to identify underlying issues and recommend effective corrective actions.
- Superior written and verbal communication skills, with the ability to engage and collaborate with diverse stakeholders.
- Demonstrated leadership experience with a track record of mentoring and developing high-performing teams.
- Proficiency in data analysis and reporting tools.
- A valid driver’s license and the flexibility to travel as needed.

**Desirable**:

- Tertiary qualifications in health, aged care, human services, or business management.
- Certification in complaints management or training in customer service excellence.
- Experience in conducting root cause analysis and implementing service improvement initiatives.
- Familiarity with complaint management software and systems.

**What we Offer | Recognising your value**
- Attractive base salary of $100k - 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 T