Mable19d ago

Senior Manager, Incidents and Complaints

SydneyPermanent - Full timesenior

OtherManager

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Quick Summary

Overview

HomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us: 1. We exist to create lasting,

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customer-supporthealthtech

HomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us:

1. We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care

2. We believe in technology as an enabler

3. We’re driven by helping customers attain better outcomes

This position is part of the HomeMade team.

About HomeMade

HomeMade is an approved aged care provider dedicated to improving its customers' lives by empowering older people to self-manage their service providers with the assistance of our clinical and customer support teams.

Our transformative technology platform helps thousands of people retain choice and control by allowing them to create unique support plans that meet their specific needs and optimise their funds.

By working at HomeMade, you can play a crucial role in helping older people maintain their independence and live fulfilling lives in their own homes. You’ll be joining a team that is passionate and dedicated to making a meaningful difference in the lives of others.

To find out more, visit https://homemadesupport.com.au/

About the role

An exciting opportunity exists to join our team as a Senior Manager - I&C, helping older people to live the life they want. Reporting directly to the Head of Quality and Safeguarding, you will be working closely with all areas of the business to manage Incidents & Complaints requirements and leading a team, to deliver a high-quality service experience as our customers go through all stages of the HomeMade journey.

This position requires a strategic thinker with a passion for driving quality and delivering exceptional support to our team and customers.

Leadership & Capability

Lead, coach, and develop a high-performing Quality team
Build capability across the business through training and expert guidance
Foster a collaborative, values-led culture and influence stakeholders

Incident & Complaint Management

Oversee end-to-end management of incidents and complaints
Ensure high-quality investigations, documentation, and timely resolution
Act as an escalation point for complex or high-risk matters

Quality, Risk & Compliance

Ensure compliance with the Aged Care Act, Quality Standards, and SIRS reporting
Oversee regulatory reporting and responses to external bodies
Monitor data to identify trends, risks, and improvement opportunities and communicate these effectively to the business

Continuous Improvement & Strategy

Drive process improvements across teams and functions
Translate insights into practical changes that enhance outcomes
Partner across the business to strengthen quality and safeguarding practices

Required Experience:

3+ years experience in incident and complaint management, within the aged care sector and familiar with the Strengthened Aged Care Quality Standards.
Proven ability to guide, influence, and support operational teams in investigating, managing and resolving incidents and complaints effectively and successfully.
Skilled in investigating, managing, and resolving customer complaints and incidents at a senior level, with the capability to train and mentor others in these practices.
Demonstrated experience in preparing high-quality, regulatory-compliant responses to complaints and incidents for submission to external bodies.
Experienced in collaborating across internal and external stakeholders to deliver high quality outcomes in areas of accountability.
Exceptional communication and leadership skills, with a demonstrated ability to influence positive change across teams.
Strong problem-solving and decision-making capabilities, ensuring balanced, informed, and timely outcomes.
Excellent time management and organisational skills and display deep customer empathy, a resolution-focused mindset, and a commitment to continuous improvement.