• Full-Time Permanent Role | Sydney CBD | Hybrid Working Model

Design feedback systems that make a real difference for diverse communities. Join Uniting and help us continuously improve the lives of those we serve.

At Uniting, we strive to create services that truly reflect the needs of our clients. As the Continuous Improvement Project Officer, you’ll play a pivotal role in designing, implementing, and enhancing quality client feedback systems that ensure our services are the best they can be for all our diverse clients.

This role offers the opportunity to make a tangible impact by turning client feedback into actionable insights, driving measurable improvements, and delivering a meaningful difference across aged care services.

Your Key Responsibilities:

• Design and Deliver Feedback Systems: Develop and embed robust feedback frameworks that empower clients’ voices and enhance service delivery.
• Drive Measurable Outcomes: Use client feedback to identify opportunities for improvement and deliver results that improve customer satisfaction and loyalty.
• Stakeholder Collaboration: Work closely with Service Managers, Quality Improvement Managers, and other stakeholders to ensure feedback is integrated into day-to-day operations.
• Lead Change and Improvement: Build tools, policies, and resources that foster a culture of accountability, collaboration, and person-centred care.
• Analyse and Act: Evaluate feedback data, identify trends, and lead initiatives to improve client experiences in line with industry best practices.
• Deliver Projects Effectively: Ensure project milestones are met on time and aligned with the Home with U transformation initiative.
• Some travel may be required to onsite operational sites within NSW & ACT

What You’ll Bring:

Qualifications:

• Bachelor’s degree in a relevant business field or equivalent experience.

Experience:

• 5+ years designing and/or implementing feedback systems.
• Strong understanding of aged care, customer experience, and continuous improvement.
• Proven ability to translate feedback into actionable insights and measurable outcomes.

Skills:

• Exceptional stakeholder engagement and communication skills.
• Organised, systematic, and solutions-oriented approach.
• Ability to collaborate across diverse teams and manage complex organisational structures.
• Problem-solving, negotiation, and conflict-resolution expertise.

Even better: 

• Experience with designing and implementing customer experience frameworks in aged care, including a deep understanding of the unique needs and expectations of older clients, the ability to develop tailored solutions, and a track record of using client insights to enhance service quality and satisfaction

For all questions or a copy of the Position Description, please don't hesitate to contact Louise Massie via email at [email protected] using the subject line: Continuous Improvement Project Officer - Corporate Services enquiry via EthicalJobs

What We Offer You

• A rewarding career with a leading human services organisation.
• Up to $18,550 NFP salary packaging available.
• Access to our U rewards program with exclusive discounts.
• Flexible work hours for work-life balance.
• Access to Fitness Passport – Live your best life.
• A supportive and inclusive and collaborative work environment.
• Opportunities for professional growth.
• Purchase of additional leave.

How to apply: 

Send your CV and a brief cover letter highlighting why this role appeals to you - Applications reviewed upon receipt.

When you’re part of Uniting NSW.ACT, you’re part of a diverse, purpose-led team of people who are really making a difference to the world around them.
 
We contribute to the work and mission of the Uniting Church in NSW and the ACT through social justice advocacy, community services and spiritual care. We provide care and support for people through all ages and stages of life, with a focus on people experiencing disadvantage and vulnerability. Our purpose is to inspire people, enliven communities and confront injustice.
 
Uniting leaders and employees work together to create a culture that is safe, inclusive and person-centred. We bring this to life every day through our values: compassionate, respectful, imaginative and bold.
 
Uniting acknowledges the continuing sovereignty and rich cultural diversity of Australia’s First Peoples. We pay our respects to all Elders – past, present, and emerging – and to all First Peoples on whose lands we live and work. 
 
Uniting is a Child Safe Organisation committed to promoting the safety, wellbeing and inclusion of children and young people.

Employment with Uniting is subject to satisfactory background checks which may include a national police check, reference checks, working with children checks, and NDIS checks