Senior Manager – Incidents and Complaints

Mable

Senior Manager overseeing Incidents & Complaints at HomeMade to drive quality and support for aged care services. Collaborating across business areas to ensure high-quality service experience.

Posted 4/17/2026full-timeSydney • 🇦🇺 AustraliaSeniorWebsite

About the role

Key responsibilities & impact

Lead, coach, and develop a high-performing Quality team
Build capability across the business through training and expert guidance
Foster a collaborative, values-led culture and influence stakeholders
Oversee end-to-end management of incidents and complaints
Ensure high-quality investigations, documentation, and timely resolution
Act as an escalation point for complex or high-risk matters
Ensure compliance with the Aged Care Act, Quality Standards, and SIRS reporting
Oversee regulatory reporting and responses to external bodies
Monitor data to identify trends, risks, and improvement opportunities and communicate these effectively to the business
Drive process improvements across teams and functions
Translate insights into practical changes that enhance outcomes
Partner across the business to strengthen quality and safeguarding practices

Requirements

What you’ll need

3+ years experience in incident and complaint management, within the aged care sector and familiar with the Strengthened Aged Care Quality Standards.
Proven ability to guide, influence, and support operational teams in investigating, managing and resolving incidents and complaints effectively and successfully.
Skilled in investigating, managing, and resolving customer complaints and incidents at a senior level, with the capability to train and mentor others in these practices.
Demonstrated experience in preparing high-quality, regulatory-compliant responses to complaints and incidents for submission to external bodies.
Experienced in collaborating across internal and external stakeholders to deliver high quality outcomes in areas of accountability.
Exceptional communication and leadership skills, with a demonstrated ability to influence positive change across teams.
Strong problem-solving and decision-making capabilities, ensuring balanced, informed, and timely outcomes.
Excellent time management and organisational skills and display deep customer empathy, a resolution-focused mindset, and a commitment to continuous improvement.

Benefits

Comp & perks

Power your career ⚡️
Learn from industry experts, experienced leaders, and on-the-job opportunities.
Access parental leave 👶
Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.
Work with flexibility 🏠
We’re a hybrid workplace, balancing time in the office with remote work.
Flexi Leave Days 🌴
Get one extra paid leave day per quarter for what makes you happy.
Take a floating public holiday 🫶🏾
Acknowledge a significant day your way with family and friends.
Be rewarded 🏆
Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

incident managementcomplaint managementregulatory complianceinvestigation skillsdata monitoringprocess improvementquality assurancedocumentationrisk assessmenttraining and mentoring

Soft Skills

leadershipcommunicationcollaborationproblem-solvingdecision-makingtime managementorganizational skillscustomer empathyinfluencingcontinuous improvement