Make a Difference at Vertaview - Safeguard Customers and Lead with Impact

At Vertaview, we are deeply committed to ensuring the safety and wellbeing of every customer we serve. As a Senior Lead Customer Incidents and Complaints, you will have the opportunity to take charge of shaping the future of customer safeguarding within our organisation. This leadership role will see you playing a pivotal part in ensuring our high standards are met, while influencing and guiding others to manage incidents and complaints effectively.

Benefits:

• Discounts at hundreds of everyday retailers
• Access to full salary packaging, which substantially increases your take home pay
• Free onsite parking
• We offer career progression, and plenty of training but - way more importantly - we offer a clear and genuine reason for coming to work each day
• Your leadership will directly influence customer safety and satisfaction, helping us make a real difference in the lives of those who need it most, our customers and clients!
• Collaborate with a passionate team, including the Practice Excellence and People Experience teams, to foster a culture of safety and continuous improvement.

What You Will Do:

• Lead with Purpose: Champion the highest standards of customer safeguarding by embedding best practices across the Organisation. Provide guidance and challenge where necessary, ensuring continuous improvement.
• Be a Change Agent: Promote proactive management of incidents, feedback, and complaints, keeping all staff aware of their responsibilities.
• Collaboration at the Core: Work hand-in-hand with service delivery teams, leadership and relevant stakeholders, to reduce preventable harm and improve customer outcomes, ensuring the voice of the customer is always heard.
• Oversee Policy & Process Excellence: Oversee and ensure that policies, procedures, and systems are aligned with regulatory and legal requirements while fostering a culture of safeguarding and continuous improvement.
• Lead Serious Incident Management: Guide teams through complex customer-related incidents, ensuring the process is person-centred and that all stakeholders are aligned with the customer’s best interest at heart.
• Drive Reporting & Compliance: Maintain compliance with internal and external reporting obligations while identifying emerging safeguarding risks and addressing them proactively.

What We’re Looking For:

• Passion for Customer Safeguarding: Experience in safeguarding vulnerable individuals, especially in the health or community services sector.
• A Natural Leader: You inspire those around you and know how to influence key stakeholders, manage change, and ensure top performance.
• Analytical and Results-Driven: Skilled in data analysis to identify trends and present solutions, with a strong focus on achieving results in a fast-paced environment.
• Experienced and Qualified: Demonstrated experience in safeguarding roles with strong technical skills in managing incidents, complaints, and risk mitigation.
• Effective Communicator: Strong verbal and written communication skills to motivate and educate both teams and external stakeholders.

Qualifications & Experience:

• Tertiary qualifications in health, allied health, social or behavioural science (or working towards).
• Lead investigator training and experience in safeguarding.
• Current NDIS Worker Screening Clearance, Working with Children’s Check, and a current unrestricted Driver’s License.
• Strong experience working within a complex organisation, developing and implementing safeguarding strategies.

Why Vertaview?

Vertaview Group Purposefully brings together leading human and social service providers to amplify pursuit of our shared and enduring social impact. We are leaders in high needs disability support and mental health services.

We are creating opportunities and championing possibilities for people with disability and mental health needs. We provide individualised support, experiences and opportunities for more than 8,000 people across QLD, NSW and VIC. While we have grown and diversified, we are driven by our passion for every individual’s right to connect and realise the possibilities available to them so that they can have a good life.

Application Process:

The position will close on the 9th of March, but we will be actioning the resumes as they come. So don’t delay!

Vertaview is an equal opportunity employer and encourages individuals from all backgrounds to apply.

“Vertaview Group acknowledges the Traditional Custodians of the lands on which we all work, live and play. We pay our respects to the Elders past and present and extend that respect to all First Nations Peoples. We reflect upon the millions of footprints that are embedded into the earth from our Ancestors, the pathways that were forged, the meaning they leave behind and the continuation of the traditions through the next generations.”