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 elevate 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




- Robust written and verbal communication skills
- Ability to maintain accurate records with high attention to detail
- Experience with CRM, customer databases or case management systemsAbility to analyse information and identify trends
- Strong organisational and time management skills
- Proficiency in Microsoft Office applications

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 so

📌 Senior Customer Experience Specialist (Sydney)
🏢 Healius
📍 Sydney