Complaints & CX Insight Lead (Hybrid)

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

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.