Resolution Lead: Escalated Complaints (Fixed-Term)

icare; Sydney; Hybrid; AUD 154,000 - 180,000; Full time

Benefits offered by this job

Flexible hybrid work

Gym subsidies

Career development

Extra leave & benefits

Inclusive culture

Job summary

icare's Governance, Risk and Compliance team seeks a Resolution Lead on a fixed-term contract to May 2027. Based in Sydney with hybrid options across Parramatta and Gosford, you will guide the end-to-end resolution of escalated complaints, ensuring fair processes and regulatory compliance.

You will collaborate with customers, representatives, internal staff and external stakeholders, delivering clear outcomes, analysis and continuous improvement for better customer outcomes across all schemes.

Qualifications

• Experience in insurance, dispute resolution, complaints management, or another regulated environment.
• Strong written communication skills for clear, empathetic correspondence.
• Sound judgement and investigative capability to analyse complex information.
• Ability to work across multiple priorities with accuracy and timeliness.
• Collaborative approach with colleagues to deliver outcomes.
• Understanding of legislative, regulatory or policy frameworks relevant to complaint resolution.

Responsibilities

• Deliver fair, empathetic, timely end-to-end resolution of escalated complaints across all schemes.
• Manage direct engagement with customers, representatives, icare, CSP staff and external stakeholders.
• Conduct detailed investigations and analysis of complex issues, liaising with stakeholders.
• Make recommendations for Level 4 escalated complaints and Level 5 reviews.
• Communicate outcomes to customers and stakeholders with empathy, in writing and verbally.
• Analyse trends to identify systemic problems and inform improvements for better outcomes.

Skills

Insurance experience

Dispute resolution

Complaints management

Compliance

Written communication

Investigative capability

Stakeholder management

Multitasking

Collaboration

Regulatory knowledge

Job description

icare's Governance, Risk and Compliance team seeks a Resolution Lead on a fixed-term contract to May 2027. Based in Sydney with hybrid options across Parramatta and Gosford, you will guide the end-to-end resolution of escalated complaints, ensuring fair processes and regulatory compliance.

You will collaborate with customers, representatives, internal staff and external stakeholders, delivering clear outcomes, analysis and continuous improvement for better customer outcomes across all schemes.