Consumer Experience and Partnerships Manager

About the role

A new opportunity has come available for an experienced Consumer Experience and Partnerships Manager who will also act as a lead to our Aged Care Leisure and Lifestyle teams across our facilities.  This role attracts an annual salary of $135,000 gross base and is being recruited as a permanent, full-time position and is located in Darwin, Northern Territory.

This exciting role will see you supporting the complaints, feedback and resolution management process as it relates to ARRCS operations within the Aged Care industry. You will ensure all correspondence is captured, reviewed and responded in accordance with policy and procedure. In addition, you will champion and lead a culture within ARRCS that promotes policy within complaint resolution and supports timely and professional resolutions. This role will also see you driving governance and processes around Food Nutrition and our Leisure and Lifestyle programs within our Aged Care facilities. These areas are crucial to support the livelihood of our residents, and you will align and drive practices within our facilities to ensure they meet the Aged Care standards.

As the successful candidate, you will hold tertiary qualification in a healthcare, clinical or leadership capacity. You will demonstrate previous experience in the management of complaints and feedback, ideally within the Aged or Healthcare industry and, have prior knowledge or experience within lifestyle management within Aged Care.

You will be a self-starter who will being not only a strong background in a similar role but will enjoy embedding best practice within our operations. You will be comfortable to work independently and be comfortable advising and working in collaboration with senior executive and board members.

Benefits of working with ARRCS:

In addition to an attractive annual salary, additional benefits include: 

• Annual salary review in accordance with performance review policy. 
• Salary packaging options, through our preferred supplier – CBB. 
• Relocation support, if required, of up to $5000 inclusive of GST. 
• Telus – Employer Support program, available to all staff. 

Skills & experience

To be considered for this role, we will be looking at the following experience and qualifications: 

• Demonstrated experience in complaints and feedback management and resolution in aged care reporting to Executive, Boards and regulators.
• Knowledge and/or experience in Lifestyle Management within an aged care context.
• Proven ability to keeping abreast of industry practices and legislatives changes while dealing with a diverse range of complex matters in a culturally diverse, regional and remote aged care environment.
• Demonstrated experience in fostering collaborative relationships with all stakeholders to develop a mutual understanding on complaints and feedback management escalation processes and facilitate effective complaints resolution.
• Ability to effectively prioritise workflow in a business environment where inputs and information from multiple internal and external sources are required to complete activities. 
• Proven evidence of projects to drive cultural change and continuous improvement, and experience in policy development. 
• Proven knowledge and application of aged care standards in relation to partnering with individuals, their families and supporters.

About ARRCS

Australian Regional and Remote Community Services (ARRCS) is not-for-profit aged care and community service provider that provide services including Residential Care, Home Care, and School Nutrition in the Northern Territory and into South Australia.

Our Vision is passionately pursuing new ways to care where people and communities flourish and lead meaningful lives. ARRCS provides regional care and support to people and their communities throughout the Northern Territory from Darwin to Docker River with our purpose is to genuinely connect with the communities we serve, and enable our clients with agency, pride and dignity.

Our people are at the centre of our organisation and ensuring we have the right people in the right roles is the key to the success of our Consumer Centered Service Delivery.

ARRCS mandatory compliance:

It is mandatory for all employees to hold or have lodged the following. These are not mandatory at time of application, however, if successful must be lodged prior to commencement. 

• A National Police Check lodged or dated within 3 months of commencement. 
• Provide evidence of current year Influenza Vaccination. 
• A current NDIS Workers Screening Check or proof of application. 

Our staff and volunteers are compassionate and knowledgeable members of the local community, who are committed to providing personalised care and support. More than a service provider, we understand that we are an important part of the regional and remote communities we work in and acknowledge our responsibility to ensure our people are connected to those communities, people and cultures. So why not join our team today to benefit the local community that you work in

To discuss this opportunity in a safe and confidential manner please contact our Talent Acquisition Team on or email via