Resolution Lead: Escalated Complaints (Hybrid)

icare; Gosford; Hybrid; AUD 139,000 - 170,000; Full time

Benefits offered by this job

Flexible hybrid working

Gym subsidies

Health checks

EAP support

Learning opportunities

Salary packaging

Novated leasing

Job summary

icare is seeking a Resolution Lead for a fixed-term contract to May 2027. The role covers Sydney, Parramatta and Gosford with a flexible hybrid working arrangement.

You will manage escalated complaints across all NSW schemes, collaborating with internal and external stakeholders to ensure fair, empathetic and timely resolutions. Key responsibilities include end‑to‑end investigations, stakeholder engagement, and driving continuous improvement based on trend analysis.

Qualifications

• Experience in insurance, dispute resolution, complaints management or another regulated environment.
• Strong written communication skills for diverse audiences.
• Sound judgement and investigative capability to analyse complex information.
• Experience managing sensitive stakeholder interactions with professionalism.
• Ability to handle multiple priorities with accuracy and timeliness.

Responsibilities

• Deliver end-to-end resolution of escalated complaints across schemes in a timely, compliant manner.
• Engage with customers, representatives, icare staff and external stakeholders including regulators.
• Undertake detailed investigations and apply regulatory and privacy requirements.
• Make recommendations for fair resolutions and support heads of resolution in decision-making.
• Communicate outcomes clearly to customers and stakeholders in writing and verbally.
• Analyse trends in escalated complaints to identify systemic issues and improvements.

Skills

Insurance

Dispute resolution

Complaints management

Compliance

Regulated environment

Job description

icare is seeking a Resolution Lead for a fixed-term contract to May 2027. The role covers Sydney, Parramatta and Gosford with a flexible hybrid working arrangement.

You will manage escalated complaints across all NSW schemes, collaborating with internal and external stakeholders to ensure fair, empathetic and timely resolutions. Key responsibilities include end‑to‑end investigations, stakeholder engagement, and driving continuous improvement based on trend analysis.