Make a real impact in the lives of aged care and disability customers!

Are you passionate about enhancing customer experiences in aged care and disability services? Do you thrive in a role that allows you to improve service delivery, optimise customer journeys, and foster a culture of customer excellence? If so, we want to hear from you! This is a permanent full-time role based at Inglewood reporting to Customer Experience Manager.

About the Role

As a Customer Experience Specialist, you will play a key role in ensuring high-quality service delivery across aged care and disability homes and services. You will work closely with stakeholders to map customer journeys, analyse feedback, identify service improvement opportunities, and drive initiatives that enhance overall customer satisfaction.

Key Responsibilities

• Customer Journey Mapping – Identify pain points, streamline experiences, and develop insights-driven improvement strategies.
• Service Improvement – Collaborate with teams to implement customer-focused initiatives, ensuring excellence in service delivery.
  Process & Policy Development – Review and refine processes to align with best practices and regulatory standards.
• Reporting & Data Analysis – Analyse customer feedback, track key metrics (e.g., NPS, satisfaction scores), and generate insights to inform decision-making.

Brightwater can offer you:

• 5 days of additional leave
• The ability to salary package – meaning you can legitimately pay less tax and increase your take-home pay
• Our unique staff benefits program, including access to BrightwaterPlus which gives you discounts with over 370 retailers
• On-site café and free gym.

About You:

• Experience in complaints handling, customer service, or a related role in aged care, healthcare, or community services.
• Strong communication and interpersonal skills, with the ability to handle sensitive situations with empathy and professionalism.
• Proficiency in data collection, analysis, and reporting, including experience with customer surveys.
• Knowledge of aged care and disability quality standards and regulatory requirements.
• Problem-solving and conflict-resolution skills, with a customer-focused approach.
• Experience with feedback and complaints management systems is desirable.

Desirable Qualifications:

• A qualification in aged care, social work, healthcare, business administration, or a related field.
• Experience in process improvement or quality assurance in aged care or a similar sector.

If you are passionate about improving customer experiences and have a keen eye for service enhancement, we would love to hear from you! Apply now.

About Brightwater

With a track record that dates back to 1901, care is at our core.  We stand beside our clients during times of personal change, using experience and understanding to be the support they need. We’re ready for the complexities that come with ageing and disability, including dementia, Huntington’s disease, and acquired brain injury. If you are passionate about helping people pursue the dignity of independence and have a spirit that is caring, authentic, progressive, and courageous then please read the attached job description for more information on the role, including a full list of duties and selection criteria to address.

Applications should be submitted through Brightwater’s online portal by Sunday, 13th April 2025 at 4PM, however, Brightwater reserves the right to close this advert before this date.

For confidential enquiries, please contact Madaline – Talent Acquisition Specialist on 0481 092 689.

At Brightwater, we welcome people with diverse life experiences, thoughts, and beliefs. We foster a culture of inclusion, collaboration, and innovation where our clients and staff can flourish.

Brightwater. We see what others don’t.