Description and requirements Champion transparent and timely resolution of consumer feedback across Regis homes. Support best practice complaints management and continuous improvement in aged care.Location flexible across VIC, QLD, WA, SA, NSW

The opportunity  

The Complaints Coordinator is responsible for supporting the National Manager Consumer Experience in the timely, effective and transparent management of consumer feedback – in particular responding to concerns regarding the care and services raised via external regulatory agencies or directly to head or state office by residents and their representatives or others and high-risk concerns raised at a Home/Service level.

Join our passionate team who love what they do and can support you in building your career at our Regis Home.  Our continuity of carer model means you will have the time to build strong relationships through being the familiar face our residents rely upon.   

 At over 84 locations supported by 12,000 employees across Australia, there are endless opportunities to grow or progress your career in any way you want.  

How you will make an impact as a Complaints Coordinator

Key responsibilities include:

Supporting the development and review of complaints responses, particularly responses to external bodies such as the Aged Care Quality and Safety CommissionAssisting front line management with gathering of evidence, conducting interviews with relevant staff, generating reports and preparing submissions and assisting / facilitating the process of conciliation to assist in complaints resolutionSupporting and developing artefacts (improvements, resources, training, education etc) to ensure a standardised best practice consumer feedback framework is in place across Regis, including implementation and evaluationCoaching and mentoring staff to ensure best practice feedback systems are in placeWorking with Regis homes to provide quality reviews on complaints managementSupporting data collection, analysis and reviewAssist with other consumer engagement related activities, including providing project management support as required 

Make a real impact you can feel good about. There’s something special about what we do at Regis. We know that real care isn’t only about meeting needs, it’s about truly knowing the people we look after.    

What you will bring to the role   

Registered Nurse with current AHPRA registration (no conditions)Relevant experience within an Aged Care or Health Care environmentExperience in complaints management   Ability to apply clinical decision making to the triaging, escalation, follow-up, analysis and investigation of feedbackAbility to utilise knowledge of evidence-based practice and apply problem solving Understanding of feedback and open disclosure principles and processes  Ability to collect, analyse and interpret data  Demonstrated ability to achieve outcomes through stakeholder relationshipsHighly developed interpersonal, written and verbal communication skillsStrong analytical skills with ability to distil information and effectively communicate in writing and verbally to stakeholders Knowledge of the application of Federal, State and Local Government Regulations, Statutes, Acts as they pertain to all aspects of operating within the aged care sectorStrategiesAdvanced computer skills including programs in the Microsoft Office Suite environment

Benefits that support and reward you   

Enjoy a flexible working environment giving you better life balance and wellbeing     Lots of opportunities to realise your potential in an organisation that invests in your personal development.   Be supported to grow, learn, and explore new career pathways or specialisations across Australia    Salary Sacrifice – Novated Lease (Maxxia)  Enjoy a 12-week parental leave policy, supporting you and your family every step of the way  Caring for your wellbeing through discounts on health insurance and gym membership, and free access to counselling, financial guidance and personal support    An Employee Referral Program, where you can get financially rewarded for recommending friends for roles at Regis    Plus, we have reward and recognition programs celebrating your hard work  

Belonging at Regis State Office – Sandgate

Sandgate is a charming bayside suburb in Brisbane’s north, known for its relaxed coastal lifestyle and strong community spirit. Just 30 minutes from Brisbane CBD, it offers stunning waterfront views, walking and cycling paths along the foreshore, and a vibrant café culture. With excellent public transport links, local schools, and plenty of green spaces, Sandgate combines convenience with a laid-back seaside atmosphere—making it a great place to work and unwind.

We are proud to support over 10,000 residents and clients across residential aged care homes, home care, retirement living, day therapy and day respite centres. The work we do positively impacts the lives of older people and their families. It really is work you can feel good about.   

What our people love about working here   

As a team that supports older people to live life on their terms, we genuinely care - for our people, our work and the elderly. We make a big deal of recognising and supporting you, creating a culture of mutual respect, and offering more opportunities to build your career.     

We believe in the power of hearts and minds. We know how the little things make a real difference. We are a close-knit, collaborative team that values kindness and puts your wellbeing first. Our commitment to your safety shines through in our Circle of Care initiative, the winner in the Safer and Supported Workforce Awards 2024, which ensures you are physically and psychologically safe at work. We want you to feel seen, valued, and respected for who you are as an individual and the professional skills you bring to the team. We celebrate your work, support your life outside of work and consider you one of our own from the start.   

At Regis, real impact starts with you.   

No matter your role, you can take pride in knowing you are making a real, lasting impact on people’s lives and helping to shape the future of aged care in Australia. It is work you can feel good about. #JoinRegis   

To work in residential aged care, you will need to provide satisfactory background checks, including NDIS or police check (role dependent), current year flu vaccination, and certification proof.       

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Find out what makes Regis a place where careers thrive and connections matter.