At Uniting AgeWell, our focus is on supporting older people to experience a sense of wellbeing, choice and independence in their lives, to feel valued members of their community and to have easy access to the community or residential services they need to live the life they want. With a range of services in many locations in Victoria and Tasmania, our 5,000 staff and 600 volunteer staff are committed to high quality services and care.
Uniting AgeWell provide a workplace culture based on the
BEST
philosophy –
Believe, Excel, Support and Trust
– underpinned by our values of
Kindness, Respect, Integrity, Innovation and Inclusion
, and our customer service charter and promise that shape and inform all that we do. More information can be found on the Uniting AgeWell website -
Why choose Uniting AgeWell:
Be a part of a values based organization
Join one of Victoria's leading aged care providers in one of the fastest growing industries
Work in your local community and make a difference to the lives of our residents and clients
Career pathways, education and training opportunities
Perks, including salary packaging
About the role:
The
Customer Experience & Quality Partner
plays a critical role in ensuring the voices of residents, clients, families and representatives directly influence the way we deliver care and services across Victoria and Tasmania.
The
Customer Experience & Quality Partner
champions the voice of residents, clients and families to drive exceptional customer experiences and continuous improvement across Uniting AgeWell. Working within the Quality and Clinical Governance team,



this role partners with leaders and service teams to strengthen customer engagement, manage feedback and complaints, identify improvement opportunities, and ensure services consistently deliver safe, person-centred and high-quality care. Through coaching, collaboration and data-driven insights, the role helps embed a culture where customer feedback influences decision-making, improves outcomes and supports organisational excellence.
In this role, you will:
Champion the voice of residents, clients and families by managing feedback, complaints and customer experience initiatives to improve satisfaction and outcomes.
Analyse customer insights and quality data to identify trends, mitigate risks and drive continuous improvement across aged care services.
Partner with leaders and frontline teams to strengthen customer engagement, resolve complex concerns and embed person-centred practices.
Deliver coaching, education and support to build organisational capability in customer experience, complaints management and quality improvement.
Contribute to clinical governance, accreditation and quality assurance activities to ensure services remain compliant, protected and focused on exceptional customer outcomes.
About you:
You are passionate about what you do and want to make a difference in the lives of our residents and clients!
This is the place for you if you:




Experience in customer experience, complaints management, quality improvement, quality assurance, clinical governance or a related role within aged care, healthcare, community services or another regulated environment.
Strong stakeholder engagement and relationship-building skills, with the ability to manage complex issues and influence positive outcomes.
Proven ability to analyse data, identify trends and drive continuous improvement initiatives that enhance customer and organisational outcomes.
Excellent communication, facilitation and report-writing skills, with the confidence to engage with customers, families, frontline teams and senior leaders.
Relevant qualifications in health, social services, quality, customer experience or a related discipline, together with a passion for delivering person-centred services and improving customer outcomes.
Are committed to being part of a workplace culture based on the
BEST
way of life (
Believe, Excel, Support and Trust
)
Essentials for working in Aged Care:
A current Working With
Children Check card / Vulnerable People card
Current and ongoing flu vaccinations
Ability to pass a national police clearance and NDIS Clearance
You can find a copy of the
Position Description
here:Customer Experience - Quality Partner PD.pdf
Aboriginal and Torres Strait Islander peoples are encouraged to apply for this role.
For more information please contact the Recruitment Team at ******. Please note the position and location.
Only shortlisted candidates will be contacted. We look forward to hearing from you!
#J-*****-Ljbffr

📌 Customer Experience & Quality Partner (Melbourne)
🏢 Uniting Agewell
📍 Melbourne