Complaints Coordinator

Description and requirements

• Champion transparent and timely resolution of consumer feedback across Regis homes.
• Support best practice complaints management and continuous improvement in aged care.

The opportunity
The Complaints Coordinator is responsible for supporting the National Manager Consumer Experience in the timely, effective and transparent management of consumer feedback – in particular responding to concerns regarding the care and services raised via external regulatory agencies or directly to head or state office by residents and their representatives or others and high-risk concerns raised at a Home/Service level.

Join our passionate team who love what they do and can support you in building your career at our Regis Home.  Our continuity of carer model means you will have the time to build strong relationships through being the familiar face our residents rely upon.

At over 84 locations supported by 12,000 employees across Australia, there are endless opportunities to grow or progress your career in any way you want.

How you will make an impact as a Complaints Coordinator
Key Responsibilities Include

• Supporting the development and review of complaints responses, particularly responses to external bodies such as the Aged Care Quality and Safety Commission
• Assisting front line management with gathering of evidence, conducting interviews with relevant staff, generating reports and preparing submissions and assisting / facilitating the process of conciliation to assist in complaints resolution
• Supporting and developing artefacts (improvements, resources, training, education etc) to ensure a standardised best practice consumer feedback framework is in place across Regis, including implementation and evaluation
• Coaching and mentoring staff to ensure best practice feedback systems are in place
• Working with Regis homes to provide quality reviews on complaints management
• Supporting data collection, analysis and review
• Assist with other consumer engagement related activities, including providing project management support as required

Make a real impact you can feel good about. There's something special about what we do at Regis. We know that real care isn't only about meeting needs, it's about truly knowing the people we look after.

What You Will Bring To The Role

• Registered Nurse with current AHPRA registration (no conditions)
• Relevant experience within an Aged Care or Health Care environment
• Experience in complaints management
• Ability to apply clinical decision making to the triaging, escalation, follow-up, analysis and investigation of feedback
• Ability to utilise knowledge of evidence-based practice and apply problem solving
• Understanding of feedback and open disclosure principles and processes
• Ability to collect, analyse and interpret data
• Demonstrated ability to achieve outcomes through stakeholder relationships
• Highly developed interpersonal, written and verbal communication skills
• Strong analytical skills with ability to distil information and effectively communicate in writing and verbally to stakeholders
• Knowledge of the application of Federal, State and Local Government Regulations, Statutes, Acts as they pertain to all aspects of operating within the aged care sector
• Strategies
• Advanced computer skills including programs in the Microsoft Office Suite environment

Benefits That Support And Reward You

• Enjoy a flexible working environment giving you better life balance and wellbeing
• Lots of opportunities to realise your potential in an organisation that invests in your personal development.
• Be supported to grow, learn, and explore new career pathways or specialisations across Australia
• Salary Sacrifice – Novated Lease (Maxxia)
• Enjoy a 12-week parental leave policy, supporting you and your family every step of the way
• Caring for your wellbeing through discounts on health insurance and gym membership, and free access to counselling, financial guidance and personal support
• An Employee Referral Program, where you can get financially rewarded for recommending friends for roles at Regis
• Plus, we have reward and recognition programs celebrating your hard work

Belonging at Regis State Office – Davoren Park
Located in Adelaide's northern suburbs, the Regis State Office at Davoren Park supports operational and clinical functions across South Australia. Co-located with Regis Playford, a large residential aged care home, the office plays a key role in regional leadership, consumer experience, and service delivery. It serves as a hub for collaboration, governance, and continuous improvement across Regis homes in the state.

We are proud to support over 10,000 residents and clients across residential aged care homes, home care, retirement living, day therapy and day respite centres. The work we do positively impacts the lives of older people and their families. It really is work you can feel good about.

What Our People Love About Working Here
As a team that supports older people to live life on their terms, we genuinely care - for our people, our work and the elderly. We make a big deal of recognising and supporting you, creating a culture of mutual respect, and offering more opportunities to build your career.

We believe in the power of hearts and minds. We know how the little things make a real difference. We are a close-knit, collaborative team that values kindness and puts your wellbeing first. Our commitment to your safety shines through in our Circle of Care initiative, the winner in the Safer and Supported Workforce Awards 2024, which ensures you are physically and psychologically safe at work. We want you to feel seen, valued, and respected for who you are as an individual and the professional skills you bring to the team. We celebrate your work, support your life outside of work and consider you one of our own from the start.

At Regis, real impact starts with you.
No matter your role, you can take pride in knowing you are making a real, lasting impact on people's lives and helping to shape the future of aged care in Australia. It is work you can feel good about. #JoinRegis

To work in residential aged care, you will need to provide satisfactory background checks, including NDIS or police check (role dependent), current year flu vaccination, and certification proof.

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Find out what makes Regis a place where careers thrive and connections matter.