To provide strategic leadership and expert advice in the development, implementation and support of a Hospital and Health Service-wide strategic approach to the management of consumer feedback, regarding health service delivery through the Consumer Feedback Service

Job details

The Role

An opportunity has become available for a Manager (Consumer Feedback Service) to join Gold Coast Health (GCH) where the focus of our 12 000-strong team is on providing world-class health care to people living in the Gold Coast, and northern New South Wales region of Australia.

You will

• Demonstrate strategic leadership and management of the Gold Coast Health Consumer Feedback Service team
• Build and maintain relationships with key stakeholders to ensure effective resolution of complaints
• Maintain a caseload of complex complaints as well as ensuring the standards are met
• Review systems and processes to collect, analyse, monitor, trend and report on complaints and compliments data

About you

To be successful in this position you will require:

• While not mandatory, a relevant qualification or current experience in the fields of consumer feedback management and leadership, would be well regarded
• Evidence of vaccination, or be able to be vaccinated against and remain vaccinated against - Measles, Mumps, Rubella, Varicella, Pertussis and Hepatitis B
• Tuberculosis screening, to identify if the tuberculosis vaccination may be required
• Declaration of serious discipline history must be disclosed
• Criminal History Screening will be required for new employees (GCH will cover cost)

Benefits

• Flexible work options
• Career Development
• Salary Packaging
• Modern Facilities
• Diverse Work Culture
• Research Opportunities
• 12.75% super
• 17.5% leave loading

Salary

• Permanent full time
• Base salary ranging from $136 035 - $145 990 per annum

About Us

The Consumer Feedback Service (CFS) provides consumers with the opportunity to engage in open disclosure, share their feedback, receive a response and be informed about improvements resulting from their input and clinical incidents. CFS is dedicated to ensuring safety and quality in the management of all feedback and open disclosure processes

About Gold Coast Health

• Nationally and internationally recognised location for innovative medical research and health care
• Annual operating budget exceeding $1.5 billion
• More than 1100 beds across three hospitals - Gold Coast University Hospital, Robina Hospital, Varsity Lakes Hospital and Robina and Southport Health Precincts
• Secondary and tertiary health services across more than 20 facilities
• Opportunity to combine professional advancement, job satisfaction and relaxation into one fulfilling lifestyle
• A workplace culture that encourages people to bring their whole selves to work so that they can perform at their best
• Committed to reflecting the diversity of the Gold Coast community and ensuring each staff member is included and feels like they belong

How to Apply

Click APPLY to submit your application by Friday, 31 October 2025

Gold Coast Health is committed to providing an accessible, inclusive work environment. Please contact the nominated person if you require any reasonable adjustments throughout this recruitment process.

Job Ad reference: GC666544

Please note: no third-party applications will be accepted.

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

***APPLICANTS ARE ENCOURAGED TO APPLY ONLINE*** Microsoft Word (.doc) or PDF file types are supported. Files must be a maximum of 2MB each.

Documents

Before applying for this vacancy please ensure you read the documents below.

• GC666544 - RD (PDF, 597KB)
  Role Description
  
  Information for Applicants (PDF, 268KB)
  Information Package for Applicants