Consumer Liaison Officer

Your new role:

As a Consumer Liaison Officer, you'll play an important role in supporting positive patient experiences by managing consumer complaints and compliments with professionalism, empathy and integrity. Working within the Clinical Governance Unit, you'll collaborate with patients, carers and multidisciplinary teams to resolve concerns, identify improvement opportunities and strengthen person-centred care across QEII Hospital.

Key Responsibilities

• Coordinate the management of consumer complaints and compliments from receipt through to resolution.
• Build positive relationships with patients, carers and staff to facilitate timely and effective outcomes.
• Analyse feedback to identify trends and support quality improvement initiatives.
• Promote consumer engagement, open disclosure and compliance with Metro South Health governance frameworks.

About you:

You are an organised and compassionate professional who communicates confidently, builds strong relationships and enjoys improving services through collaboration and problem-solving.

Skills & Experience

• Experience managing complaints, customer feedback or stakeholder engagement in a healthcare or complex service environment.
• Strong communication, negotiation and conflict resolution skills with a customer-focused approach.
• Excellent organisational, analytical and time management skills with the ability to manage competing priorities.
• Experience using Microsoft Office and the ability to quickly learn healthcare information systems and complaint management processes.

Check out our quick tips and application essentials!

What we can offer you:

• We offer a family-friendly work environment that supports you in making the most of Queensland's laid-back lifestyle.
• We are renowned for teaching and research excellence with strong relations with Queensland's leading tertiary institutions.
• We want to empower you to build a long-term career, with countless opportunities to learn and grow, no matter your role
• You'll have all the benefits of working for Queensland's world-class public health system including generous leave entitlements, attractive salary and remuneration packages, salary packaging and access to relevant professional development allowances and/or leave, study and research assistance, corporate discounts and employee wellness programs.

About us:

Queen Elizabeth II Jubilee Hospital:

The Queen Elizabeth II Jubilee Hospital (QEII) is a medium metropolitan adult facility providing a range of inpatient and outpatient services including a 24-hour Emergency Department. We provide a range of services, including surgery, cardiology, endoscopy, orthopaedics, gynaecology, urology, geriatric, respiratory and emergency medicine.

We're making our hospital bigger and better to make it easier for our growing community to get the health care they need. We'll have more beds, medical wards and expanded intensive care and emergency services planned to be opened by 2027.

QEII Hospital, a place of opportunity to make a difference and grow your career!

INTEGRITY | COMPASSION | ACCOUNTABILITY | RESPECT | ENGAGEMENT | EXCELLENCE

Our values were created by employees for employees to shape our culture and inspire positive interactions in the workplace. Diversity of ideas, skills, traditions, and customs is celebrated as one of our greatest strengths. Having a workforce that reflects and understands the needs and expectations of our community is important to delivering safe, kinder, and more inclusive care.

We recognise our strength comes from the diversity of our people and so we encourage people of all genders, ethnicities, ages, abilities, languages, sexual orientation, and family responsibilities to apply.

We are better together.