Feedback and Complaints Lead

• Join a values driven, life friendly organisation
• Part-time permanent contract (0.8 FTE) opportunity
• $123,123 per annum (pro rata) + 12% Super + Salary Packaging

Reach further with us!

As part of our Quality, Risk & Governance team, you'll play a key role in strengthening accountability, service quality and continuous improvement across the organisation.

As the Feedback & Complaints Lead, you will provide strategic leadership of Anglicare WA's feedback and complaints framework, ensuring complaints and feedback are managed in a timely, fair, trauma-informed and culturally safe manner. Using insights from feedback, you will help drive service improvements, strengthen governance and improve outcomes for the people and communities we serve.

In this role, you will:

• Lead and continuously improve Anglicare WA's feedback and complaints framework, systems and processes.
• Manage and oversee complaint investigations, ensuring fair, transparent and compliant outcomes.
• Analyse feedback and complaints data to identify trends, risks and opportunities for improvement.
• Provide reporting and insights to senior leaders, Executive and Board committees.
• Partner with services and corporate teams to translate feedback into meaningful service improvements.
• Build organisational capability by coaching leaders and employees in best-practice feedback and complaints management.

This is a part-time (30 hours per week), permanent contract opportunity based in East Perth.

About you

To be successful in this role you will have the following skills and experience: 

• Tertiary qualification in a relevant discipline such as Social Work, Law, Public Administration, Quality, Risk Management or a related field, or equivalent professional experience.
• Significant experience in feedback and complaints management, quality, risk, safeguarding or regulatory environments, preferably within human services or the not-for-profit sector.
• Demonstrated leadership experience, with the ability to influence, coach and support stakeholders in managing complex and sensitive matters.
• Strong understanding of trauma-informed, person-centred and culturally safe practice, with a commitment to delivering fair and respectful outcomes.
• Proven ability to analyse data, identify trends and systemic issues, and translate insights into continuous improvement initiatives.
• Excellent written and verbal communication skills, including complaint investigation, report writing and stakeholder engagement.
• Sound judgement, discretion and the ability to manage complex, confidential and high-risk matters with professionalism and integrity.

The successful candidate must possess a current National Police Clearance valid within one year and a WA Driver's Licence.

A police record is not an automatic barrier to employment with us. The organisation may seek to request an international police clearance if necessary. We welcome applications from people with diverse backgrounds and experiences, and we review any disclosures on an individual basis, focusing on relevance to the role.

Impact and benefits

Sharing your knowledge, skills and experience, you will make an impact to the lives of families and communities across the state. 

In return for your drive and commitment, we provide the support of an inclusive and welcoming community which places people at the heart of all the work we do and encourages broad thinking, curiosity, creativity and best practice.

Also:-

• Starting salary $123,123 per annum pro rata plus 12% superannuation
• Enjoy generous tax-free salary packaging benefits where you can package up to $15,900 per annum and not pay tax on that amount.
• Additional 3 days (pro-rata) leave per year and ability to purchase additional leave 

Why Join Us?

At Anglicare WA we are all about people, placing people at the heart of our work.  We are focused on strengths, believing in and amplifying the strength of people and communities.  We are fiercely inclusive, making sure everyone can belong. As trusted partners we are curious and creative, always looking for new ways to do better.  We are courageous and gutsy, tackling difficult issues, even when it’s hard.  

But don't take our word for it!  Explore our Story Feed and hear from our staff about what makes Anglicare WA such a great place to work!

Click here to browse our video library

Apply Now!

If the opportunity excites you to develop your career in an organisation whose values align with yours then we want to hear from you.

To apply, please click on the apply button and follow the prompts attaching a current detailed resume and covering letter.  

For further information please contact Jo Page, Manager Quality & Risk on *******@anglicarewa.org.au

Safeguarding Children & Young People: Anglicare WA is committed to empowering children and young to feel safe, valued and respected. We have zero tolerance for harm or neglect, and take our legal, ethical and community responsibilities seriously. As such, we ensure that all of our candidates are appropriately screened (including police checks) to make sure that the right people are in the right roles.

Inclusive: We actively promote a working environment that values diversity and inclusion. We strongly encourage applications from Aboriginal and Torres Strait Islander people, people from culturally diverse backgrounds, people who identify as LGBTQIA+ and people with a disability. If you have any support or access requirements, we encourage you to advise us at time of application.

Uluru Statement from the Heart: Anglicare WA supports the Uluru Statement from the Heart and is committed to walking alongside First Nations people in a movement of the Australian people for a better future.

Privacy Collection Notice:  By submitting your application, you acknowledge and consent to Anglicare WA collecting, using and storing your personal information for recruitment and employment-related purposes, in accordance with applicable privacy laws and our Privacy Policy.

Unsolicited applications from recruitment agencies will not be accepted.