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Consumer Liaison Officer
Royal Brisbane and Women’s Hospital, Herston
Temporary and Casual opportunities available to support the delivery of person-centred, high-quality mental health and alcohol and drug services across Metro North Health.
Job details
| Position status | Casual,Contract,Temporary |
|---|---|
| Position type | Flexible full-time |
| Occupational group | Administration |
| Classification | AO6 |
| Workplace Location | Brisbane - North |
| Job ad reference | QLD/MH688721 |
| Closing date | 07-Aug-2026 |
| Job duration | Multiple short-term contracts available |
| Contact person | Ryan Lindenmayer |
| Contact details | 0478 375 393 Access the National Relay Service |
About the role
As the Consumer Liaison Officer, you will play a vital role in ensuring the voices of consumers, carers and families are heard and meaningfully incorporated into service improvement across Metro North Mental Health. Working within the Clinical Governance team, you will manage a diverse caseload of consumer feedback, including complaints, compliments and suggestions, and guide matters through to timely and effective resolution.
About you
Our ideal candidate will be someone who can carry out the following key accountabilities in accordance with the Metro North Health's values:
- Manage a caseload of complex feedback through knowledge of complaints management processes, which includes spending time taking telephone calls and meeting face-to-face with feedback providers and consumers.
- Identify issues for investigation, and develop action plans, including seeking information from key stakeholders, such as medical, nursing, and allied health practitioners.
- Facilitate and attend consumer feedback resolution meetings and identify and escalate consumer feedback issues to the Consumer Liaison Manager as required.
- Use negotiation and consultation skills to promote effective resolution to complex issues of concern and to foster sound relationships with consumers and key stakeholder groups within the agreed Health Service key performance indicator (KPI) timeframes of 35 days.
- As directed, contribute to the coordination of complaints from various sources including the Office of the Health Ombudsman (OHO), the Minister's Office, District Liaison Office, Local Members of Parliament, Aged Care Commission and the Public Guardian.
Benefits when working for us
- Rewarding career and development opportunities across a wide range of clinical and non-clinical areas
- Value driven organisation which provides a work environment that is safe, satisfying, flexible, and promotes a healthy work-life balance
- Flexible working arrangements and competitive salary rates with annual incremental increases
- Benefit from a higher than standard employer contribution to Superannuation of up to 12.75% and access to salary packaging
Metro North Health offers a dynamic and progressive environment at the forefront of healthcare, research, and education. With a strong commitment to inclusion, flexibility, and professional development, we provide meaningful opportunities in a workplace that puts people first. You can find out more about why it's so great to work at Metro North here: https://metronorth.health.qld.gov.au/careers
Applications from Aboriginal and Torres Strait Islander people are encouraged and welcomed.
Find out about the role in more detail and how to apply in the attached Role Description.
APPLICATIONS RECEIVED VIA THIRD PARTIES (RECRUITMENT AGENCIES ETC.) WILL NOT BE ACCEPTED
Further information
We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.
Documents
Before applying for this vacancy please ensure you read the documents below.
