Complaint Lead

EDA Group Ltd; Maroochydore; Hybrid; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Two days work from home

Hybrid working environment

Employee discounts on insurance

Birthday day off

Supportive culture

Job summary

EDA (Envest Direct Agencies) in Australia seeks a Complaint Lead to drive senior-level oversight of complaint and dispute resolution, ensuring compliant outcomes and a strong complaint culture.

The role focuses on reporting, coaching, and process improvement, with a hybrid work arrangement and opportunities to impact regulatory obligations and customer outcomes.

Qualifications

• Minimum 5 years' experience in the financial services industry; leadership experience is an advantage.
• Proven analytical and critical thinking to interpret data and identify trends.
• Excellent verbal and written communication skills.
• Strong knowledge of IDR and EDR, including AFCA processes.
• Experience leading or supervising a team in insurance or financial services.

Responsibilities

• Establish and maintain reporting views and dashboards for complaint metrics.
• Oversee end-to-end complaint workflows for timely, compliant outcomes.
• Set performance, quality, and compliance expectations for teams.
• Monitor performance against KPIs, regulatory requirements, and standards.
• Provide coaching and development support to uplift capability.
• Develop and maintain process documentation for improvements.
• Manage and respond to complaints clearly and empathetically.
• Handle escalated calls and complex customer interactions.
• Draft and review complaint responses and IDR decisions.
• Provide feedback to stakeholders on escalations and drivers.
• Lead weekly review routines with complaint handlers.
• Review AFCA and IDR outcomes to identify themes and issues.
• Conduct IDR reviews before escalation to explore opportunities.

Skills

Analytical thinking

Critical thinking

Verbal communication

Written communication

IDR/EDR knowledge

Leadership

Coaching/feedback

Reporting dashboards

Education

Financial services experience

Tools

Dashboards

Management information

Job description

At EDA (Envest Direct Agencies), our purpose is to protect the lifestyle of the outdoor adventurer.

We are proud of our niche insurance brands that support the passions and adventures of our customers, and we are passionate advocates for enabling people to live their best life - that includes our employees.

We currently have an opportunity for a customer-centric Complaint Lead to take a senior role in our team. This role is responsible for supporting the organisation to meet its regulatory obligations, overseeing effective complaint and dispute resolution practices, and championing a complaint culture through clear processes, guidance, and leadership.

The Complaint Lead will:

Establish and maintain effective reporting views and dashboards to provide insight into complaint volumes, trends, and performance.

Oversee and manage end-to-end complaint workflows to ensure timely, compliant, and customer-focused outcomes.

Set clear performance, quality, and compliance expectations for complaint handling teams.

Monitor individual and team performance against KPIs, regulatory requirements, and internal standards.

Provide regular feedback, coaching, and development support to uplift capability and consistency.

Develop and maintain process documentation to support continuous improvement and complaint uplift initiatives.

Manage and respond to complaints in a clear, professional, and empathetic manner.

Handle escalated complaint calls and complex customer interactions.

Draft and review complaint responses, including IDR responses, ensuring compliance with legal and regulatory requirements.

Provide constructive feedback to stakeholders on unnecessary or avoidable complaint escalations.

Lead structured weekly routines with complaint handlers to review performance, risks, and improvement actions.

Review AFCA and QBE IDR outcomes to identify themes, systemic issues, and opportunities for improvement.

Conduct IDR reviews prior to escalation to ensure resolution opportunities are fully explored.

About the successful applicant:

A minimum of 5 years' experience in the financial services industry - Claims and leadership experience an advantage

Demonstrated experience leading or supervising a team within insurance or financial services.

Proven analytical and critical thinking capabilities to interpret a range of data, identify patterns, trends and links that inform judgement and solutions.

Ability to make effective competent and commercial decisions in a timely manner.

Excellent verbal and written communication skills

Strong knowledge of Internal Dispute Resolution (IDR) requirements and External Dispute Resolution (EDR), including AFCA processes and obligations.

Ability to monitor team and individual performance against service levels, quality standards, and regulatory requirements.

Well-developed coaching and feedback capability

Strong analytical skills, with experience using reporting, dashboards, or management information to identify trends, risks, and improvement opportunities.

Ability to provide constructive challenge and feedback to leaders regarding escalation decisions and complaint drivers.

Familiarity with insurer, underwriting agency, or delegated authority complaint frameworks (e.g. insurer IDR alignment).

What's in it for the right person?

A competitive salary with potential to earn a yearly bonus.

Flexibility through a hybrid working environment, including two days' work from home.

An opportunity to engage with a variety of stakeholders and functions within the wider business.

A role where you can make a significant impact towards people and business growth.

Significant discounts on our insurance products.

A day off for your birthday!

A supportive work environment with a fun culture