Salary Packaging and Hybrid Work Environment
About the Role:
We are seeking a Senior Manager- Feedback and Complaints for a Permanent - Full Time placement based in THQ Blackburn. Purpose of the Role:
The purpose of the Senior Manager, Feedback and Complaints, as a key leader in the Quality Improvement and Reporting Team, is to develop and monitor the quality systems that enable TSA to effectively manage complaints, advise on and lead the development of continuous improvement plans resulting from feedback across TSA.
Additionally, the Senior Manager will ensure the identification, management and mitigation of critical risks as they emerge, ensuring timely actions are taken to safeguard organisational interests and stakeholder wellbeing and satisfaction.
The Senior Manager will also play a key role in the management and investigation into protected disclosures relating to client wellbeing and matters relating to Quality of Care.
Key Roles and Responsibilities:
Leading successful feedback management in line with TSAs Complaints Management Policy, procedures and supporting documents, you will:
Lead the development, implementation and review of the Feedback management system, policies and procedures - noting that the system includes complaints, compliments and suggestions.Lead reporting and data analysis on feedback leading to organisation-wide improvement initiatives.Lead the investigations related to Protected Disclosure (Whistleblower) matters pertaining to client wellbeing and Quality of Care referred via the Whistleblower Protections Officer (Secretariat Lead).Have oversight and monitor complaints involving external regulators and authorities and develop strong relationships with these key stakeholders.Lead and develop the Feedback and Complaints Team to:Assess and triage all incoming complaints, including risk analysis, categorisation and prioritization of events for resolution and response, as per the Complaints and Feedback Policy and Procedure.Develop relationships and support, advise and mentor leaders to effectively manage complaints from initial response, investigation, negotiation and finalisation of the outcome.Monitor the status and progress of complaints throughout the resolution process.Ensure complaints are addressed in a timely manner, as per the Policy and Procedure.Ensure all Safeguarding matters are referred to the Safeguarding team for review and investigation as a priority.Maintain data records and systems for accurate information and timely reporting.As required lead root cause analysis investigations to identify systemic areas for improvement.Qualifications and Experience Required: Qualifications in Quality Management, Social Work, Allied Health, Nursing or similar.More than five years' experience in a senior leadership quality role or Complaints management role.More than five years' experience in leadership and management of workforce.Experience in leading the delivery of social/human services.Requirements for the role: National Police Check.Valid driver's License.Working with Children's check.Why work for Us: NFP salary packaging ($15,900 tax free) plus meals and entertainment benefits.Flexible working conditions.Paid parental leave.Financial, retail and lifestyle discounts and benefits.Employee Assistance Program - Independent confidential counselling service.Opportunity for career development.An inclusive culture of dedicated, passionate and professional team members.Positively supporting and impacting the lives of others through your career contribution.How to Apply
The Salvation Army offers the opportunity to use your professional skills and expertise to make a real difference in the lives of people who need help most.
If you are ready to embark on a rewarding career path in project coordination, we encourage you to apply via the link and submit a current CV and a cover letter which details your alignment with the essential requirements of the role.
Applications will close as soon as a suitable candidate is secured.
The Salvation Army is an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people.
We value people of all cultures, languages, capacities, sexual orientations, gender identities and/or expressions.
We are committed to achieving a diverse workforce and strongly encourage applications from Aboriginal people and Torres Strait Islander people. The Salvation Army is a child safe organisation and is committed to protecting children and young people from harm.
All child facing roles will require the successful completion of a Working with Children Check.
Applicants for all roles require a mandatory Nationally Coordinated Criminal History Check. We value Integrity, Compassion, Respect, Diversity, and Collaboration.
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