Incident and Complaints Specialist
Sydney / Melbourne / Brisbane
Customer Operations – Incidents and Complaints /
Full Time /
Hybrid
We’re powered by purpose
Mable is an online platform connecting Australians looking for disability and aged care support to independent support workers. Since 2014, we’ve been helping our community live their kind of independence, and today we’re one of Australia's largest and fastest growing healthtech platforms.
We have been recognised in AFR’s Fast 100 list, Deloitte’s Tech Fast 50, and won the Australian Growth & Australian Technology Growth Company of the Year Award in 2020! So don’t miss your opportunity to join a thriving scale-up and deliver change to Australia’s care and support sector.
We are seeking an Incident and Complaints Specialist to join our Incident and Complaints team team. As an Incident and Complaints Specialist, you will play a critical role in ensuring the delivery of high-quality services to Clients and Support Providers by effectively managing incidents and complaints in accordance with regulatory requirements and organisational policies.
Key Accountabilities:
Incident Management
- Receive, document, and assess incident reports promptly and accurately.
- Investigate incidents thoroughly, collaborating with relevant stakeholders to gather necessary information.
- Analyse root causes of incidents and implement or make recommendations for corrective and preventive actions to mitigate future occurrences.
- Maintain detailed records of all incidents and actions taken, ensuring compliance with regulatory standards.
Complaint Handling
- Act as the primary point of contact for complaints from Clients, their representatives, Support Providers and other stakeholders.
- Handle complaints professionally and empathetically, ensuring timely resolution and effective communication throughout the process.
- Conduct impartial investigations into complaints, engaging with relevant parties to gather evidence and reach fair outcomes.
- Identify systemic issues contributing to complaints and work proactively to address them, promoting continuous improvement in service delivery.
Regulatory Compliance
- Stay abreast of relevant legislation, regulations, and guidelines pertaining to the NDIS and Aged Care sector.
- Ensure compliance with regulatory requirements in incident and complaint management and reporting processes.
- Collaborate with internal teams to develop and implement policies and procedures that align with regulatory standards and best practices.
Reporting and Analysis
- Prepare comprehensive reports on incidents and complaints, including trends, patterns, and outcomes.
- Provide regular updates to management and relevant stakeholders regarding incident and complaint status, highlighting areas for improvement and risk mitigation.
Training and Support
- Deliver training sessions and workshops to staff members on incident and complaint management protocols, fostering a culture of accountability and transparency.
- Provide guidance and support to colleagues involved in incident and complaint resolution processes, ensuring consistency and adherence to established procedures.
Skills, knowledge and experience
- Experience in a relevant field such as Social Work, Health Sciences, or Public Administration is highly regarded.
- Proven experience in incident and complaint management within the NDIS, Aged Care, or similar healthcare settings.
- Sound knowledge or a willingness to learn and self educate on regulatory frameworks and quality standards applicable to the NDIS and Aged Care sector.
- Strong analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions.
- Excellent communication and interpersonal skills, with the ability to interact professionally with diverse stakeholders.
- Demonstrated ability to work independently, prioritise tasks, and manage competing priorities effectively.
- Ability to work within a small team to offer support to peers balancing shared workload.
- High level of integrity and confidentiality, with a commitment to upholding ethical standards in all aspects of work.
- Emotional Resilience to handle difficult subject matter.
Our Values
We’re Switched On 💡
We know our customers because we listen and want to learn. We engage within the community and the sector and always act on insights.
We’re Bold 📣
We’re ambitious and embrace creativity to solve challenges. We’re here to reshape the industry and back big ideas.
We’re One 🤝
We channel our passion into a positive environment. We welcome diversity and collaborate to make the most of our different skills and ways of thinking.
We’re Impactful 🌟
We work hard to deliver change. We innovate and move fast to make a difference in the sector and people’s lives.
Our Benefits
Power your career ⚡️
Learn from industry experts, experienced leaders, and on-the-job opportunities.
Work away 🌎
Get a creative boost working overseas for 4 weeks in a rolling 12-month period.
Access parental leave 👶
Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.
Work with flexibility 🏠
We’re a hybrid workplace, balancing time in the office with remote work.
Flexi Leave Days 🌴
Get one extra paid leave day per quarter for what makes you happy.
Hybrid set up allowance 🖥️
Create your perfect home office setup! Whether it’s a comfy chair, a second screen, or faster Wi-Fi, we support you in making your home office more comfortable.
Take a floating public holiday 🫶🏾
Acknowledge a significant day your way with family and friends.
Be rewarded 🏆
Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program.
Inclusion at Mable
Mable is an equal opportunity employer. We find excellence in diversity and are committed to creating an inclusive environment for all employees and candidates.
People with lived experience of disability or personal experience with the aged care system are strongly encouraged to apply.
We take pride in highlighting our dedication to our policies, fostering flexible work arrangements and championing inclusive practices for women in tech.
If this role has stood out to you but you don’t feel like you ‘tick all the boxes’, we strongly encourage you to apply nonetheless. We value diversity across experience and you might well bring something to the Mablehood we are looking for!
Where to find us online
Careers Page - https://bit.ly/3Mz8Ym1
Glassdoor - https://bit.ly/3z0K328
YouTube - https://bit.ly/34L7DlP
Instagram - https://bit.ly/3pgAOXk
Facebook - https://bit.ly/3ic6LhQ
LinkedIn - https://bit.ly/3ie6Q4U
