Complaints Team Leader

Assurant; Melbourne; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Mentoring programs

Recharge days

Share Purchase program

Diversity groups

Parental leave

Job summary

Assurant in Hawthorn East seeks a Complaints Team Leader to oversee complex complaints, coach a team of Officers, and ensure regulatory compliance. You will resolve escalated claims, make final IDR decisions, and drive improvements across the complaints function in a hybrid work environment.

Join a diverse team and lead initiatives that improve customer outcomes while meeting SLAs and KPIs. Prior regulatory exposure and leadership skills are highly valued.

Qualifications

• Minimum 3 years experience in complex complaints handling, IDR, customer resolutions or similar roles.

Responsibilities

• Oversee complex and escalated complaints through to resolution.
• Make final decisions on IDR cases in line with regulatory and internal standards.
• Ensure compliance with RG 271, AFCA guidelines, Privacy Act, and internal policies.
• Monitor complaint trends for systemic improvements and drive data‑driven process improvements.
• Prepare reports on complaint volumes, trends and root causes for senior management.
• Lead, coach, develop and motivate a team of complaints officers.
• Allocate workloads, monitor performance and conduct regular reviews.

Skills

Complex complaints handling

IDR decisions

Client relationship management

MS Office & CRMs

Leadership & coaching

Tools

CRM software

Job description

Why work with Assurant?

Assurant redefines the boundaries of protection - safeguarding and servicing connected devices, homes, automobiles, and commercial equipment in partnership with the world’s most successful brands.

When you join Assurant, you will be part of a community that cares. A diverse and supportive team culture will see you challenge yourself and motivate you to think out of the box.

With more than 100 years’ industry expertise, we are trusted by over 300 million consumers worldwide. We support global businesses that are advancing the connected world for their customers, making technology more accessible and eco-friendly.

Some of the benefits you’ll get working at Assurant include:

• International and Local mentoring programs
• Two recharge days, and a cultural day annually to support work/life balance and celebrating what’s important to you
• Discounted Employee Share Purchase Program
• Diversity panels and employee resource groups
• 10 weeks company paid parental leave including superannuation contributions while on unpaid leave
• Development programs and support for higher education
• Novated vehicle leasingVolunteering leave to give back to the communities we serve
• Hybrid work model

What's the role about?

Based in our Hawthorn East office, the Complaints Team Leader is responsible for leading the complaints function by managing complex disputes and exercising final IDR decision-making authority. By providing leadership, coaching, and development to a team of Complaints Officers, the Complaints Team Leader is to ensure compliance with set service level and regulatory requirements (ASIC RG271, AFCA guidelines) and delivering fair, timely, and customer-focused outcomes.

As a key point of contact for external clients on escalated claims, this role will be responsible for ensuring clear communication and resolution on these claims in a timely manner.

Some Of The Day-to-day Responsibilities Include

• Oversee complex and escalated complaints through to resolution.
• Make final decisions on IDR cases in line with regulatory and internal standards.
• Ensure compliance with RG 271, AFCA guidelines, Privacy Act, and internal policies.
• Monitor complaint trends for systemic improvements, identifying and implementing data driven process improvements.
• Collaborate with internal and external teams to resolve systemic issues and/or escalated complaints.Prepare reports on complaint volumes, trends, and root causes for senior management.
• Contribute to policy reviews, training and quality assurance initiatives.
• Achieve the required standards of performance against all relevant SLAs and KPIs.
• Lead, coach, develop and motivate team of complaints officers.
• Allocate workloads, monitor performance, and conduct regular reviews.

Does this sound like you?

• Minimum 3 years experience in complex complaints handling, IDR, customer resolutions or similar roles
• Insurance, financial services or similar regulated industry experience is advantageous
• RG 271 and AFCA exposure is highly desirable
• Proven client relationship management skills
• Proficiency in the use of Microsoft applications (Word and Excel) and CRMs
• Proven leadership and people management skills
• Analytical and practical skills; applying theoretical or practical knowledge to new situations and problems
• Strong decision making and problem-solving skills
• High level of dispute resolution skillsDemonstrates ability to work effectively in a team environment
• Excellent communication, negotiation, and conflict resolution abilities

At Assurant, we celebrate the differences that make us who we are. By assembling extraordinary teams from a variety of races, religions, sexual orientations, gender identities, ages, experiences, and abilities, we’re able to better reflect the global communities where we live and work. By working to remove barriers, we ensure equity for everyone. The pursuit of inclusion rests with each of us. Because it’s only by listening to and representing the unique voices of every individual that we can innovate for all.

If you need a reasonable accommodation or adjustment at any stage of the hiring process, please contact us. We are committed to ensuring an accessible and equitable experience for all candidates.

For further information about Assurant, please visit our website at https://www.assurant.com/

Helping People Thrive in a Connected World

Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

What’s the culture like at Assurant?

Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 14 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview

Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

AI and Biometric Usage

Assurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our AI Usage Guidelines page to understand what we expect from applicants regarding their use of AI during the application process. Since we would like to know the real you, we require that all of our virtual interviews be conducted on video.

Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements. See our Privacy Notice to learn about Assurant’s privacy practices, including our use of AI-enabled technology, automated decision making, and biometric information.