Incidents & Complaints Specialist

vor 4 Wochen

Council of the City of Sydney, Österreich Mable Vollzeit

Incidents & Complaints Specialist – Mable Join our dedicated Incident & Complaints Team to manage incidents and complaints efficiently, ensuring compliance with regulatory and organisational standards while fostering a culture of quality and safety. About Mable Mable is one of Australia’s leading health‑tech platforms, connecting people with disability and older Australians to independent support workers. Since 2014, we have facilitated over 25 million hours of support and have been recognised on the AFR’s Top 100 and Deloitte Tech Fast 50. About The Role In this role, you will maintain the highest standards of service for our clients and support providers by managing incidents and complaints promptly and in line with regulatory requirements. Key Accountabilities Incident Management Receive, document, and assess incident reports accurately. Conduct investigations, collaborating with stakeholders to gather and verify information. Analyse root causes and recommend corrective actions to reduce future risks. Maintain comprehensive records, ensuring full compliance with standards. Complaint Handling Act as the primary point of contact for complaints from clients, representatives, and support providers. Handle complaints professionally and empathetically, ensuring clear, timely communication. Conduct impartial investigations, engaging relevant parties to reach fair outcomes. Identify systemic issues and drive continuous improvement in service delivery. Regulatory Compliance Stay updated on legislation relevant to NDIS and aged‑care sectors. Ensure incident and complaint processes comply with regulatory requirements. Work with internal teams to develop policies aligning with best practice. Reporting & Analysis Prepare comprehensive reports, capturing trends and outcomes. Provide regular updates to management on status and risk mitigation. Training & Support Deliver training sessions on incident and complaint protocols. Provide guidance to colleagues, ensuring consistency with procedures. We’re powered by purpose We’re Switched On – We listen to customers and use insights to improve. We’re Bold – We embrace creativity to solve challenges. We’re One – We foster a collaborative environment welcoming diverse skills. We’re Impactful – We innovate to make a difference rapidly. Our Benefits Power your career – Learn from industry experts and gain on‑the‑job opportunities. Access parental leave – 14 weeks paid for primary carers; 6 weeks for secondary carers plus superannuation. Work with flexibility – Hybrid workplace balancing office and remote work. Flexi Leave Days – One extra paid day per quarter. Floating public holiday – Acknowledge a significant day your way. Reward and Recognition – Celebrate wins with an accessible program. Seniority Level Entry level Employment Type Full‑time Job Function Other Industry Software Development Diversity & Inclusion We celebrate diversity and welcome all people, regardless of family responsibilities, ethnicity, faith, sexual orientation, or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply. Acknowledgement of AI We may use AI tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. #J-18808-Ljbffr

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