Customer Relations Coordinator

Customer Relations Coordinator

EACH | ringwood, VIC, AU

Posted a month ago

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Who we are
At EACH, our vision is for a healthy and inclusive community.

Founded on the vision that everyone is entitled to good health, we’re one of the nation’s leading health and community service providers, offering a broad range of services for over 40 years. Our services include Community Health, Mental Health, NDIS, Counselling, Support for Older Australians and Family Services.

Who we’re looking for
If you’re highly experienced in customer feedback management, have an ability to convey knowledge to a health and human services setting, enjoy working with and influencing a diverse range of stakeholders at all levels, then you might be exactly the person we’re looking for!

As part of our Quality and Risk team at Ringwood, EACH is looking for a part-time (.6FTE) Customer Relations Coordinator to support the organisation regarding best practice feedback and complaints management. You will have highly developed written and verbal communication skills, a proven ability to work confidentially and productively with a high level of tact and diplomacy.

What you’ll be doing
No two days will be the same in this pivotal role. As the central point of contact for all unsolicited customer feedback and complaints, you will be a positive representation of the business to the community and respond to as necessary within the framework of statutory requirements, organisational policies and contractual arrangements or agreements made with other organisations.

You will work with teams to investigate complaints and support staff to respond, work with third parties and external complaints commissions to investigate complaints and resolve to the mutual satisfaction of EACH and the customer.

You will be required to support staff in external accreditations, ensure the integrity of feedback and complaints are recorded in Riskman and identify and write policy and procedures to align with quality and risk improvements.

A little bit more about you….
You will have a positive approach, have exceptional interpersonal skills and a compassionate and empathetic manner. You are an analytical and conceptual thinker, well organised, adaptable with an ability to work autonomously and utilise discretion.

Who you’ll be working with
Working with other passionate professionals within the Quality and Risk team and the wider Strategy Development and Marketing Directorate you will be well supported and engaged. The team is inclusive, thrives on making a real difference to our people’s experience at EACH and values collaboration, teamwork and authenticity.

You will also work closely with a range of internal and external stakeholders to support the ongoing highly-regarded delivery of business-critical services to customers.

What we offer
EACH offers all staff benefits by offering:

  • Competitive salary based on qualifications and experience
  • Opportunities for internal career progression across QLD, NSW, ACT, and VIC
  • Generous Not-for-Profit Salary Packaging of up to $15,900 free income tax per year AND up to $2,650 additional tax-free money to spend towards meals entertainment
  • Opportunities to continuously grow and develop through individualised professional development 
  • Opportunity to purchase additional leave
  • Support through a comprehensive Employee Assistance Program
  • Novated leasing arrangements
  • Next steps
    We want to know why you would like to come work with EACH and what you can bring to this role. Please include a cover letter with your application when you 'Apply Now' via EACH career centre.

    If you have any queries about the position, please contact Audrey Ellis, Manager Quality & Risk at audrey.ellis @

    Applications close; Friday, 22 October

    Position Description:

    Based on the recent Victorian Public Health Order, all Victorian healthcare workers (EACH staff based in Victoria fall under these definitions) must be fully vaccinated against COVID-19. Healthcare workers will need to have received at least their first dose of a COVID-19 vaccine by 15 October 2021 or provide evidence that they have an appointment to be vaccinated before 1 November to continue working.

    You may be exempt from this public health order if you are unable to be vaccinated due to a pre-existing medical contraindication as determined by ATAGI clinical guidance. Should this be the case, you will need to provide to EACH evidence from a medical practitioner prior to commencing.

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