Homemade Feedback and Complaints Specialist

**This role is for HomeMade - a related entity of Mable**

HomeMade is a related entity to Mable: we operate as a completely separate business but have a shared vision for self-management. HomeMade is transforming home care in Australia through our creative approach, designed to support people in achieving their goals while living at home.

We are an approved provider that specialise in self-management and partner with our customers to create a support plan to meet their needs and optimise their funds. Our approach keeps people in control of their package, funding, and support.

**Your Role**

Reporting directly to the Quality, Risk and Feedback Manager you will be working closely with all areas of the business to manage and resolve complaints to deliver a high-quality service experience as our customers go through all stages of the HomeMade journey.

**_Some of your responsibilities will include and are not limited to:_**
- Working closely with complainants and internal teams to investigate all complaints, feedback and develop options to achieve resolution within required timeframes.
- Be the first point of contact for all escalated complaints received.
- Using best practice complaint management techniques to maintain and improve on HomeMade’s Feedback and Complaints process.
- Ensure all complaints are recorded and maintained within the Complaints register.
- Work with external service providers to investigate complaints relating to provision of service and support.
- Investigate and prepare formal responses for formal complaints from external bodies.
- Preparation of feedback and complaints reports using insights gathered on all complaints, compliments and general feedback.
- Identify systemic issues and escalating and managing risks and opportunities for improvement.

**_
Please note, this is a Hybrid role and will require you to work out of our Sydney CBD Office from time to time._**

To start with, you will need to be values-aligned and super passionate about helping create a brighter future for older Australians. We’d love to see you have previous experience in complaint handling with demonstrated negotiation skills using best practice resolution. In order to be successful in this role, you’ll have strong listening, problem solving and people-person skills whilst priding yourself and gaining great satisfaction from providing amazing customer service.

**Who you will be working with**

You would be joining our team, a group of people who know they can make a difference to their customers. We are an efficient, contemporary, and customer-focused business that works in a Supportive family-friendly working environment.

**_Our teams live out the HomeMade values in all they do towards this:_**

**PUT PEOPLE FIRST - **People and relationships matter most

**FOSTER FREEDOM -** Life should be lived in a way that makes sense for you, without unnecessary controls or external restrictions

**DO THE RIGHT THING -** What is fair, honest, open, ethical, and transparent

**BE BOLD - **With a vision to imagine and create a brighter future

**Benefits of Working at HomeMade**

**Hybrid set-up - **Work remotely or in the office (depending on what suits your circumstance) for a disruptor in the Aged care industry

**‍‍‍ We care - **Be surrounded by a supportive, family-friendly working environment.

**Keep growing with us -** Ongoing career development opportunities.

**Floating Public Holidays - **Our Floating Public Holidays policy is just one way the company demonstrates its commitment to the wellbeing of our people and to creating a culture of greater inclusion.
- ️ **Volunteer day - **One paid day per calendar year to volunteer for your community. We encourage you to volunteer in the disability or aged care sector, but it’s your choice

**Wellbeing day -** Enjoy a paid day each calendar year to focus on your health and wellbeing.

**❤️‍**
**Employee Assistance Program - **A 24/7 service that includes counseling for you and your immediate family.

**‍‍‍**
**Improved parental leave -** We support our employees through their parental leave journey to enable them to balance work and family matters and successfully transition to their new life stage as working parents.

**We are one**

As an organisation we celebrate our diversity and welcome all people regardless of lifestyle, ethnicity, faith, sexual orientation, and gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply.

**Reach Out**

One thing about HomeMade is we love to chat and we aren’t ready to give up that human touch. If you have any queries or questions about the opportunity or would like to have a confidential discussion.