Resolution Lead - Complex Complaints (Hybrid)

Insurance and Care NSW (icare); Sydney; Hybrid; AUD 154,000 - 190,000; Full time

Benefits offered by this job

Flexible & hybrid working environment

Salary from $154,231 + super + flex-le

Job summary

icare offers a Fixed-Term Contract role as Resolution Lead across Sydney, Parramatta and Gosford. You will manage complex escalated complaints end-to-end, from investigation to outcome communication, working with internal and external stakeholders to improve customer outcomes.

The role supports the Head of Resolution within the Escalated Complaints management process. The position is based in Sydney with hybrid flexibility and opportunities to work from Gosford and Parramatta offices.

Qualifications

• Experience in insurance, dispute resolution, complaints management, compliance or another regulated environment.
• Strong written communication skills with the ability to prepare clear, accurate and empathetic correspondence for a range of audiences.
• Sound judgement and investigative capability, enabling you to analyse complex information and reach balanced, evidence-based recommendations.
• Experience managing sensitive stakeholder interactions and navigating challenging conversations with professionalism and care.
• The ability to work across multiple priorities while maintaining accuracy, timeliness and attention to detail.
• A collaborative approach and willingness to work closely with colleagues to deliver the best outcomes for customers and stakeholders.
• Understanding of legislative, regulatory or policy frameworks relevant to complaint resolution processes.

Responsibilities

• Use expert specialist knowledge to deliver fair, empathetic, accurate, timely and efficient end-to-end resolution of Escalated Complaints across all schemes ensuring legislative and regulatory compliance within required timeframes, and in accordance with the icare Complaints Policy and Guidelines.
• Manage direct engagement with customers, their representatives, icare and CSP staff and external stakeholders including Ministerial Offices, regulators and other government agencies in relation to the resolution of complex Escalated Complaints.
• Undertake detailed investigations and analysis of complex issues and circumstances in relation to Escalated Complaints, including liaison with internal and external stakeholders, examination of documentary evidence, consideration of legal, regulatory and relevant administrative and privacy law requirements and applying concepts of conduct and fairness.
• Make recommendations to the Head of Resolution and the Customer Advocate for the fair resolution of Level 4 Escalated Complaints and Level 5 Customer Advocate Reviews to enable them to exercise their administrative decision-making delegation in accordance with the icare Delegations Policy and Instrument.
• Communicate outcomes and decisions to customers and stakeholders which are appropriate for the audience (including verbally and in writing), with a focus on empathetic, trauma-informed communication practices and work with schemes to monitor the implementation of resolution outcomes.
• Undertake analysis of Level 4 Escalated Complaints and Level 5 Customer Advocate Reviews to identify significant and/or systemic trends or problems, including potential Incidents and Issues, and provide sufficient information to support schemes to appropriately resolve identified trends or problems to deliver better customer outcomes.

Skills

Dispute resolution

Insurance experience

Complaints management

Regulatory compliance

Written communication

Investigation

Stakeholder engagement

Job description

icare offers a Fixed-Term Contract role as Resolution Lead across Sydney, Parramatta and Gosford. You will manage complex escalated complaints end-to-end, from investigation to outcome communication, working with internal and external stakeholders to improve customer outcomes.

The role supports the Head of Resolution within the Escalated Complaints management process. The position is based in Sydney with hybrid flexibility and opportunities to work from Gosford and Parramatta offices.