Complaints Manager
Position Classification: Health Manager Level 2
Remuneration: $109,857.00 - $129,624.00 per annum plus superannuation
Hours Per Week: 38
Requisition ID: REQ581653
Applications close: Sunday 22 June 2025
What we offer
- Up to 12 allocated days off each year (for full-time employees) in addition to annual leave.
- Salary packaging options that reduce your taxable income and increase your take-home pay!
- Up to $9K for living expenses and $2.6K meal & entertainment & Novated Leasing.
- Discounted gym memberships with a Fitness Passport
- Employee Assistance Program (EAP) for employees and family members.
- Discounted Private Health Insurance.
- Inner city location with direct access to eastern suburbs beaches, restaurants and transport links that are right at the front door
Where you'll be working
Prince of Wales Hospital and Community Health Service is a Level 6 Tertiary Referral Hospital with an inpatient bed base of 370. Each year we care for more than 70,000 patients in our Emergency Department and have around 50,000 admissions to the inpatient units. POWH offers an outpatient service and rural outreach service and provides more than 900,000 occasions of non-admitted patient care each year, including innovative virtual models of care. We have transitioned the majority of inpatient units and wards to the Acute Services Building (ASB) including a state of the art Emergency Department and Intensive Care Unit. POWH provides an exceptional staff experience and enhanced patient and family outcomes as a result of the provision of person-centred care.
Randwick Local council is renowned for our world-class beaches and supported by cafes and restaurants to tickle your taste-buds, Randwick’s fascinating coastline and atmosphere will have you in awe the minute you arrive. Offering a mix of historic buildings, impressive beaches and coastal walks coupled with boutique restaurants, transport links and a vibrant nightlife, you’ll never be short of things to do in this progressive community.
The Role
The Complaints Manager will work as part of a dynamic team in the Patient Safety and Improvement Units (PSIU) across both Prince of Wales Hospital (POWH) and Sydney, Sydney Eye Hospital (SSEH) in delivering an effective service, supporting managers and staff across clinical and clinical support teams to ensure the principles of governance are at the heart of service provision.
This will include facilitation, leadership and support to management teams, clinical and clinical support staff to promote best practice in complaints handling processes and positive consumer partnerships including compliments, consumer rights and responsibilities and open disclosure
The Complaints Manager will participate in clinical governance processes across the SESLHD including evidence collation to demonstrate compliance with National Safety and Quality Standards of Healthcare, state and national policy and service frameworks.
Selection Criteria:
- Relevant tertiary qualifications and /or extensive equivalent work experience in complaint management and consumer feedback programs
- Demonstrated ability to develop, plan, implement and evaluate staff training programs to provide effective complaint management / consumer feedback processes.
- Demonstrated understanding of Integrated Clinical Governance (Patient Safety, Quality Improvement and Complaint Management) open disclosure, patient advocacy, patient rights and responsibilities and the NSW Ministry of Health complaints management and open disclosure policies and ability to incorporate in practice.
- Demonstrated high level ability to communicate, both verbal and written, at all levels of management, and consumers within individual, group and formal education settings
- Proven ability in proactively working with a high degree of initiative & demonstrated ability to prioritise work demands and achieve deadlines
- Demonstrated competency in the use of information technologies including the use of computer software systems to produce professional correspondence, presentations, reports and data analyses for complaints and patient experience data
- Current drivers license with a willingness to travel in accordance with the demands of the position.
Need more information?
1) Click here for the Position Description and SESLHD Expected Standards
2) Find out more about applying for this position
For role related queries or questions contact Charlotte Birchall on charlotte.birchall@health.nsw.gov.au
Our CORE Values are Collaboration, Openness, Respect and Empowerment and have been created by employees for employees and help define how we work and to inspire positive interactions in the workplace.
SESLHD values a diverse workforce. Read about our Diversity, Inclusion and Belonging strategy here.
Reasonable Adjustments
NSW Health recognises everyone is unique, and that you may require some adjustments to ensure you have the best opportunity to apply. If we can make some adjustments to the NSW Health recruitment/interview process, then please email SESLHD-Recruitment-POWH-SSEH@health.nsw.gov.au and let us know.
Adjustments may include but are not limited to, physical requirements, interview setups and specific interview availability times where required.
Information for applicants:
· An eligibility list may be created for future vacancies.
· Employment of a temporary visa holder may only occur if no suitable permanent resident or citizen of Australia has been identified for this position following suitable labour market testing.
- Applicants will be assessed against the essential requirements and selection criteria contained within the position description.
- Recommended applicants will be reviewed for compliance with NSW Health policy directive Occupational Assessment, Screening and Vaccination against Specific Diseases for all positions prior to offer.
- SESLHD is committed to creating a workplace that reflects the diversity of our community. This will help ensure our employees, our patients and their carers, feel supported. We invite candidates of all ages, genders, sexual orientation, cultural backgrounds, people with disability, neurodiverse individuals, and Indigenous Australians to apply. We do have an Aboriginal Employment Consultant that can also provide support (SESLHD-AboriginalWorkforce@health.nsw.gov.au) and for additional information please visit our Stepping Up Website
