Mable

Senior Manager – Incidents and Complaints

Mable

full-time

Posted on:

Location Type: Hybrid

Location: Sydney • Australia

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Job Level

Senior

About the role

  • 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

  • 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
  • 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.
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