Operations Analyst

2 weeks ago

Sydney, New South Wales, Australia Healthdirect Australia Full time

About usAt Healthdirect Australia we work with purpose and dedication to help Australians actively manage and improve their health.

Our virtual services are easily accessible via multiple channels, including helplines, video call solutions and websites and cater for Australians at all stages of life. No matter where people live, or what time of the day or night it is, they can use our services to talk to a health professional, find trusted information and advice online and locate their closest health service.

About the opportunityAs an Operations Analyst, you'll play a vital part in supporting the management of complaints within the My Aged Care contact centre. Reporting to the Service Delivery Lead, you'll be responsible for:

  • Managing the complaints inbox and triaging cases
  • Analysing complaints and escalation data to identify trends and recommend improvements
  • Leading privacy-related complaint management, including potential data breaches
  • Providing operational support to the Case Coordination and Parliamentary Support Teams
  • Building strong relationships with internal and external stakeholders
  • Delivering actionable insights and updates to stakeholders

What You'll Bring

  • Experience handling complaints, ideally in a contact centre environment
  • Strong communication and analytical skills
  • Attention to detail and ability to document operational processes
  • Interest or experience in privacy complaints and understanding of Australian Privacy Principles
  • Ability to work in a fast-paced environment and meet critical deadlines
  • Experience in health and/or government sectors is desirable

Why work with usWe believe our strength comes from our talented and dedicated staff. We are committed to working together to create a culture where you can bring your whole self to work.

Our benefits include:

  • Flexible work arrangements (2 days per week in office, pro-rated for part time employees).
  • 14 weeks company Paid Parental Leave for both parents.
  • Multi-dimensional wellbeing program that is run by our people for our people.
  • Individual curated learner journeys to support you to expand your capabilities and unlock your talent.

To find out more about Healthdirect, and our vision for a healthier Australia, please visit our website -

As an Equal Opportunity Employer, we respect and seek to empower each individual, and support the diverse cultures, perspectives, skills, and experiences within our workforce. 

Click Apply to submit your application for this role. Please be aware that you must have the right to live and work in Australia to apply for this job.

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