Customer Relations and Complaints Manager

2 weeks ago

Wayville, Australia Benson Radiology Full time

**About the Role**:
We’re on the lookout for a dynamic **Customer Relations and Complaints Manage**r to lead the charge in championing exceptional consumer engagement across our organisation. This is your chance to make a real impact — managing inquiries, feedback, and complaints with empathy, precision, and professionalism. You’ll play a key role in protecting and elevating our reputation, building lasting trust with consumers, and reducing medico-legal risks through expert issue resolution and service improvement.

**What You’ll Be Doing**:

- Lead the capture, review, and resolution of consumer feedback — turning insights into action
- Build strong, genuine connections with consumers, referrers, staff, and radiologists
- Advise Executives, Partners, and clinical leaders on consumer issues, complaints, and trends
- Draft sharp, effective briefings to support swift, informed decision-making at the top
- Craft timely, values-driven responses that reflect our commitment to outstanding care
- Support media and reputational management through issue briefings when required
- Track, analyse, and improve our feedback processes — spotting trends and driving smarter, system-level improvements
- Play an active role in identifying and managing consumer-related risks

**About You**:

- Proven experience in managing medico-legal matters and clinical risk in a healthcare setting
- In-depth knowledge of consumer rights, privacy laws, and information management regulations
- A natural relationship-builder, with the ability to earn trust and credibility fast
- Sharp analytical skills — able to cut through complexity, develop smart solutions, and negotiate outcomes at the highest level
- Exceptional communication skills — clear, concise, and confident in every interaction

**Benefits**:

- Corporate discounts from 100+ retailers
- Novated care leasing & salary sacrifice for electronic products
- Corporate discounts for health insurance
- Medical imaging bulk billed for family members
- Well-being programs & expert counselling support for staff and direct family
- Recognition program to acknowledge years of service & staff bringing our values to life
- Plus, a range of other benefits e.g. uniform allowance, outstanding tea room supplies and social activities including an exceptional Christmas party

**Why Benson Radiology?**

At Benson Radiology, our values are at the heart of what we do. We’re committed to fostering an inclusive, supportive, and team-oriented culture where every employee can thrive. You'll be part of a forward-thinking workforce that’s dedicated to delivering excellence in patient care and professional service.

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