Complaint Lead

Envest Direct Agencies; Maroochydore; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work arrangement

Annual bonus potential

Insurance product discounts

Birthday day off

Job summary

Envest Direct Agencies (EDA) in Maroochydore is seeking a Complaint Lead to own complaints management, guide complex matters and turn feedback into action across the business.

You’ll coach complaint handlers, monitor quality and compliance, analyse trends and work with leaders to improve processes and customer outcomes.

This role offers a hybrid work arrangement, a competitive salary with a potential annual bonus, and a supportive culture that values customer outcomes.

Qualifications

• 5+ years’ experience in financial services, ideally in insurance, claims or complaints.
• Demonstrated working knowledge of IDR, EDR and AFCA requirements and processes.
• Experience leading, coaching and developing people to deliver consistent, high-quality outcomes.
• Well-developed judgement balancing customer, regulatory and commercial considerations.
• Strong analytical skills, with the ability to identify complaint trends, root causes and improvement opportunities.
• Excellent communication and stakeholder skills, with the confidence to influence, constructively challenge and navigate complex customer matters.

Responsibilities

• Lead EDA’s approach to complaint management, ensuring fair, timely, consistent and customer-focused outcomes.
• Be the go-to complaints expert, providing guidance and support on complex and escalated matters.
• Manage complex and escalated complaints, including direct customer interactions.
• Support and coach complaint handlers to build capability, confidence and consistency.
• Oversee complaint quality, performance and compliance, ensuring regulatory and insurer obligations are met.
• Review IDR, AFCA and insurer outcomes to identify learnings, emerging risks and opportunities for improvement.
• Use complaint data, customer feedback and root-cause analysis to identify recurring issues and turn insights into practical action.
• Work with leaders and teams across EDA to reduce complaint drivers and improve processes, service and customer experience.
• Maintain meaningful complaint reporting and provide leaders with clear visibility of performance, trends, risks and improvement opportunities.

Skills

Financial services experience

Insurance

IDR/EDR/AFCA knowledge

People leadership

Analytical skills

Stakeholder management

Job description

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

Not only do we own and represent some of Australia's most recognisable niche brands (Club 4x4 & KT Insurance) in the consumer insurance market, we’re passionate advocates for people to live their best life – and that includes our employees.

When things don't go as planned, we see every complaint as an opportunity to learn, improve and strengthen the experience we deliver. That's where you come in! We're looking for a Complaint Lead to be our go-to expert for complaints management across EDA, based in our Maroochydore office.

This role is about much more than resolving complaints. You'll help us understand what our customers are telling us, identify opportunities to improve, and influence meaningful change across the business. Working closely with leaders and teams, you'll provide guidance on complaint handling, support complex customer matters, and use insights and trends to improve the way we do business.

If you're passionate about customer outcomes, enjoy solving problems, and can turn feedback into action, we'd love to hear from you.

The Complaint Lead Will

• Lead EDA’s approach to complaint management, ensuring fair, timely, consistent and customer-focused outcomes.
• Be the go-to complaints expert, providing guidance and support on complex and escalated matters.
• Manage complex and escalated complaints, including direct customer interactions.
• Support and coach complaint handlers to build capability, confidence and consistency.
• Oversee complaint quality, performance and compliance, ensuring regulatory and insurer obligations are met.
• Review IDR, AFCA and insurer outcomes to identify learnings, emerging risks and opportunities for improvement.
• Use complaint data, customer feedback and root-cause analysis to identify recurring issues and turn insights into practical action.
• Work with leaders and teams across EDA to reduce complaint drivers and improve processes, service and customer experience.
• Maintain meaningful complaint reporting and provide leaders with clear visibility of performance, trends, risks and improvement opportunities.

About The Successful Applicant

• 5+ years’ experience in financial services, ideally in insurance, claims or complaints.
• Demonstrated working knowledge of IDR, EDR and AFCA requirements and processes.
• Experience leading, coaching and developing people to deliver consistent, high-quality outcomes.
• Well-developed judgement and decision-making skills, balancing customer, regulatory and commercial considerations.
• Strong analytical skills, with the ability to identify complaint trends, root causes and improvement opportunities.
• Excellent communication and stakeholder skills, with the confidence to influence, constructively challenge and navigate complex customer matters.

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 some 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