Senior Consumer Engagement Officer

About the role:

The Senior Consumer Engagement Officer plays a key role in managing and responding to complaints and feedback raised with Safer Care Victoria and the Minister's Office, ensuring that experience-based insights are used to drive meaningful safety improvements across the Victorian health system.

Reporting to the Manager, Consumer Engagement, the role is responsible for coordinating processes for receiving, triaging, and resolving complaints, collaborating closely with the Health Complaints Commissioner and other stakeholders. The Senior Consumer Engagement Officer prepares written responses, contributes to briefings for senior executives, and ensures timely and accurate reporting to inform policy, programs, and system-level improvement initiatives.

While the primary focus of the role is complaints and healthcare experience data, the Senior Consumer Engagement Officer will also contribute to the wider engagement activities of the team when required. This includes supporting co-design initiatives, consumer and clinician forums, and other SCV engagement projects as needed, ensuring alignment with SCV's principles of inclusive, person-centred care.

The role requires strong analytical, communication, and stakeholder management skills, with the ability to translate complaints and experience-based feedback into actionable insights. Working collaboratively with internal teams, health services, consumers, clinicians, and government stakeholders, the Senior Consumer Engagement Officer ensures SCV's complaint management and engagement processes are credible, responsive, and contribute to safer, more person-centred care across Victoria.

About us:

At the Victorian Department of Health we want a future where Victorians are the healthiest people in the world. A Victoria where our children and people thrive, our workplaces are productive and safe, and our communities are more connected.

We see it as our job to support Victorians to stay healthy and safe. And to deliver a world-class healthcare system that ensures every single Victorian can access safe, quality care that leads to better health outcomes for all.

About you:

• Tertiary qualification in a relevant discipline such as Health Sciences, Public Health, Community Engagement, Consumer Advocacy, Health Policy, or a related field is required.
• Equivalent substantial professional experience in stakeholder engagement, co-design methodologies, or health system partnership development may be considered in lieu of formal qualifications.
• Postgraduate qualification in Health Services Management, Public Health, Community Engagement, or Policy Development is highly regarded.
• Formal training or certification in stakeholder engagement, co-design, project management, or systems thinking (e.g., IAP2, Lean, or equivalent) is advantageous.
• Demonstrated advanced knowledge and practical application of engagement frameworks and co-design methodologies within complex health systems.
• Strong expertise in embedding lived experience and consumer perspectives into safety and quality improvement initiatives.

What we offer:

• The opportunity to perform meaningful work, making direct contributions toward enabling Victorians to be the healthiest people in the world.
• A wide range of growth and development opportunities within the department and wider Victorian Public Service & Sector.
• A strong commitment to work-life balance, including a diverse array of flexible working arrangements.

How to apply:

Applications should include a resume and a cover letter. Click the `Apply' button to view further information about the role including key contact details and the advertisement closing date.

We are committed to developing and supporting a workforce that is well equipped and highly motivated to provide responsive and quality services to all Victorians. We continue to build an inclusive workplace that embraces diversity of backgrounds and differences to realise the potential of our employees for innovation and delivering services aimed at enhancing the lives of all Victorians. All roles can be worked flexibly and we encourage applications from Aboriginal people, people with disability, LGBTIQ+ and people from culturally diverse backgrounds. Please contact us if you require any adjustments to participate in the recruitment process at For more information on our commitment to inclusion and diversity see inclusion and diversity at the Department of Health.

If you have any queries in relation to recruitment processes at Health, or experience any issues in applying, please feel free to email Please note that unsolicited applications will not be replied to. If you have questions regarding the role specifically, we would advise you to reach out to the contact listed on the advertisement directly.

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