Incident and Feedback Specialist

About Us:

At Juniper, we take pride in being one of Western Australia's largest local aged care providers, delivering individualized care that keeps our residents connected to the people, passions, and places they have always cherished. Across the state, we are dedicated to offering exceptional care, accommodation, and support services for older Western Australians.

About the Role:

Are you passionate about customer advocacy, service excellence, and continuous improvement? Join Juniper Aged Care, one of Western Australia’s leading not-for-profit aged care providers, as our Incident and Feedback Specialist. In this pivotal role, you will drive customer engagement, manage complex complaints, and lead service quality improvements across our operations.

Based at Juniper Central in Balcatta and reporting to the Care Director, this role is key in ensuring exceptional customer experiences by:

• Providing expert guidance on best practices in customer engagement and complaints resolution.
• Leading the investigation and resolution of complex complaints and incidents, while identifying and implementing systemic improvements.
• Advocating for customers, ensuring feedback drives positive service enhancements.
• Collaborating with operational teams to build capabilities in customer service excellence.
• Monitoring compliance with regulatory and industry standards to maintain high service quality.

About You:

To succeed in this role, you will have a strong background in aged care or healthcare and a passion for delivering exceptional care and support services.

• A tertiary qualification in Business, Customer Experience, Social Work, Healthcare, or a related field.
• AHPRA registration (preferred for Care Operations).
• Proven experience in customer engagement, complaints resolution, and service quality within aged care, healthcare, or community services.
• Strong analytical, problem-solving, and report-writing skills.
• Expertise in incident investigation, root cause analysis, and process improvement.
• Excellent stakeholder engagement skills, with the ability to advocate for customers and liaise with regulatory bodies.

Why Join Us?

• Competitive salary, plus access to salary packaging up to $18,550 per annum tax-free.
• Work in a supportive and collaborative environment with a focus on continuous improvement.
• Build your career in a growing organization with opportunities for professional development and advancement.

Apply Now:

If you are passionate about customer service excellence and continuous improvement in aged care, we encourage you to apply.