Hybrid Complaints Team Lead - IDR & Regulatory Expert

Assurant; Melbourne; Hybrid; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Mentoring programs

Recharge days

Employee share purchase program

Diversity panels

Parental leave

Education support

Novated vehicle leasing

Volunteering leave

Hybrid work model

Job summary

Assurant is hiring a Complaints Team Leader in Melbourne to oversee complex and escalated complaints, make final IDR decisions, and ensure compliance with RG 271 and AFCA guidelines. You will coach a team of Complaints Officers, monitor trends, and drive process improvements for timely, customer‑focused outcomes.

You will be the primary contact for external clients on escalated claims, ensuring clear communication and resolutions while meeting SLAs and regulatory standards.

Qualifications

• 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 skills.
• Demonstrates ability to work effectively in a team environment.
• Excellent communication, negotiation, and conflict resolution abilities.

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, 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.

Skills

Complaints handling

IDR

Customer resolutions

Leadership

People management

Microsoft Word & Excel

CRM systems

Analytical skills

Dispute resolution

Communication

Negotiation

Conflict resolution

Team collaboration

Tools

Microsoft Word

Microsoft Excel

CRM systems

Job description

Assurant is hiring a Complaints Team Leader in Melbourne to oversee complex and escalated complaints, make final IDR decisions, and ensure compliance with RG 271 and AFCA guidelines. You will coach a team of Complaints Officers, monitor trends, and drive process improvements for timely, customer‑focused outcomes.

You will be the primary contact for external clients on escalated claims, ensuring clear communication and resolutions while meeting SLAs and regulatory standards.