Senior Customer Experience Specialist - Complaints

Role title: Senior Customer Specialist - Complaints

Job type: Full time

Schedule: Monday to Friday (9am - 5pm)

Location: Liberty Place, Castlereagh Street

About the Role

The Senior Customer Specialist - Complaints is responsible for the effective management, investigation and resolution of complaints, disputes and escalations received from patients, medical practitioners and other stakeholders across Healius Pathology services. Acting as a central point of coordination for complaint management activities, the role ensures complaints are handled professionally, fairly and in accordance with established service standards, organisational policies and regulatory requirements. The role supports positive customer outcomes through effective case management, stakeholder engagement and complaint resolution and contributes to the ongoing improvement of customer experience through complaint trend analysis and service improvement opportunities.

Location: Liberty Place, Sydney CBD

Key Accountabilities

Accountable for the end-to-end administration and resolution of patient and practitioner complaints initiated through internal and external channels, including investigation, stakeholder engagement, record management, reporting, governance support and service improvement initiatives.

Key Responsibilities

- Manage the end-to-end investigation and resolution of patient and practitioner complaints, disputes and escalations.

- Receive, assess, categorise and prioritise complaints and ensure appropriate resolution pathways are followed.

- Maintain accurate, complete and confidential complaint records.

- Engage with patients, practitioners and internal stakeholders to support investigations and resolution outcomes.

- Prepare clear, empathetic and customer-focused written and verbal responses.

- Monitor complaint progress and service standards.

- Identify and escalate high-risk, sensitive or complex complaints.

- Produce complaint reporting and analysis identifying trends and opportunities.

- Support complaint governance activities and compliance obligations.

- Contribute to continuous improvement initiatives and customer outcomes.

Measures of Success

- Complaint resolution within agreed service levels

- Complaint data accuracy and record completeness

- Customer satisfaction with complaint handling outcomes

- Timely acknowledgement of complaints and escalations

- Quality and compliance of complaint case management

- Identification and implementation of service improvement opportunities

Success Factors

- Positive patient and practitioner experience through effective complaint resolution

- High-quality complaint data, reporting and record management

- Strong stakeholder engagement and collaboration across Pathology services

- Proactive contribution to continuous improvement and service excellence

Skills, Qualifications and Experience

- Experience in customer service, complaints handling, case management, administration or similar role

- Strong written and verbal communication skills

- Ability to maintain accurate records with high attention to detail

- Experience with CRM, customer databases or case management systems

- Ability to analyse information and identify trends

- Strong organisational and time management skills

- Proficiency in Microsoft Office applications

- Healthcare, pathology, contact centre or regulated environment experience desirable

At Healius, we're united by a shared purpose: making a difference to the future of Australia's health. There's never been a more exciting time to join us as we transform into a stronger, more agile organisation with a focus on innovative ways of working, excellent customer and patient experiences and being a great place to work.

Our Customer Experience team play a vital role in supporting patients, healthcare professionals and commercial customers through every stage of their interaction with Healius. You'll be empowered to resolve enquiries and complaints, deliver exceptional service and contribute to meaningful healthcare outcomes while building valuable customer relationships.

About Us

Healius is one of Australia’s leading healthcare companies, committed to supporting quality, affordable and accessible healthcare for all Australians. Through our network of state-based and specialty brands, we provide high-quality diagnostic services that support clinicians to make informed decisions and improve patient outcomes.

With more than 80 medical laboratories and approximately 2,000 patient collection centres nationwide, we process approximately one in four Medicare-funded pathology tests each year, supporting services that extend from some of Australia’s largest and most complex private and public hospitals to regional areas and remote Indigenous communities.

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Benefits, Perks and Wellbeing

At Healius, we offer a range of benefits designed to support your wellbeing, lifestyle and career, including:

- Access to retailer discounts and perks through the Flare Benefits platform

- Health and financial benefits, including access to Fitness Passport, corporate health insurance discounts, banking benefits, novated leasing and salary packaging options

- Free and confidential wellbeing support through our Employee Assistance Program (EAP)

- Discounted childcare and babysitting services via Kiddo

- Access to online learning, courses and development pathways to support your career growth

Our Commitment to Diversity and Inclusion

Healius is an equal opportunity employer committed to fair, inclusive and merit-based recruitment practices. We stive to build diverse teams that reflect the communities we serve, valuing people across different life stages, genders, cultural backgrounds, ages and professional experiences. All applicants are assessed equitably based on their ability to meet the requirements of the role.

Healius is part of the Commonwealth Government’s Veteran Employment Commitment (VEC) and has been recognised as a Veteran Employment Supporter. We encourage applications from veterans and candidates with Australian Defence Force (ADF) experience.

How To Apply

Please click the ‘Apply Now’ button to apply via our careers site.

Healius is committed to responding to every applicant, regardless of outcome. Timeframes may vary depending on the role and volume of applications.

To explore more opportunities, visit careers.healius.com.au and follow us on LinkedIn . Keep up to date with future opportunities by joining our talent community .