Customer Experience Junior Analyst and Administrator

At Opal Health Care, we know that companies don’t succeed, people do.

Our purpose is to bring joy to those we care for and our values of Compassion, Accountability, Respect and Excellence reflect that CARE is at the heart of everything we do.

Opal HealthCare is one of Australia’s largest aged care providers, with 133 care communities across four states and employing a team of over 20,000 team members nationally. We are transforming our culture and our customer experience and with plans to grow even more in the next five years.

What this role will provide you with:

• A competitive remuneration package
• Working from home options available
• Grow your career – with access to ongoing learning & career development via the Opal HealthCare Academy https://academy.opalhealthcare.com.au
• Make a difference – this is a tangible opportunity to truly make a difference in the lives of others.

About the Role

Reporting to the Customer Insights Manager with a dotted line to the Chief Improvement Officer, the CX Junior Analyst and Admin supports a wide range of projects and initiatives to support our Care Communities deliver on our purpose to bring joy to those we care for.

About you:

• Recent graduate or early in career, with a strong foundation in data analysis
• Skilled in excel for data management, analysis and reporting
• Detail-focused and thorough, with a sharp eye for accuracy in all tasks
• Skilled at juggling multiple priorities and staying organised, even under tight deadlines
• Confident presenter, able to communicate insights clearly and accurately
• Proactive and self-motivated with a can do attitude and drive to learn

Responsibilities include:

• Support the daily monitoring and review of customer feedback and complaints across all 130+ Care Communities.

• Support customer feedback analysis (anchored in improving customer outcomes) and prepare presentations to diverse teams across the business.
• Review Government-issued data and metrics and extract insights to share with the rest of the business.

• Assist in preparing regular Feedback Reports for Opal HealthCare’s Board of Directors & Executive Leadership Team.
• Provide administrative support in preparing accreditation reports when the government regulator is on site.
• Support in training new and existing team members in Voice of Customer initiatives including VOC technology, applications and best practices.
• Support general requests from team in relation to the Voice of Customer program and feedback and complaints management more broadly.
• Provide admin support to the Customer Insights Manager and Chief Improvement Officer in implementing government reform and requirements.
• Provide support and coordination (as needed) to the Customer Experience team on Customer Insights initiatives

All applicants must be willing to obtain a police clearance certificate via Opal Health Care's police check system and obtain a personal NDISWC through your state government provider. You may also be required to undergo pre-employment medical and attend a drug screen.