Resolution Lead – Escalated Complaints (Hybrid)

icare NSW; Sydney; Hybrid; AUD 139,000 - 170,000; Full time

Benefits offered by this job

Work-life balance

Health and wellbeing

Career development

Employee benefits

Inclusive culture

Job summary

icare NSW is seeking a Resolution Lead on a fixed-term contract to May 2027. Based in Sydney with hybrid options across Sydney, Gosford and Parramatta offices, the role manages escalated complaints end-to-end across schemes with a focus on fair outcomes and regulatory compliance.

You will engage with customers, stakeholders, and regulators, conduct complex investigations, and drive continuous improvement to achieve better customer outcomes.

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

• 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.
• 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, including liaison with internal and external stakeholders, examination of documentary evidence, and applying relevant law requirements.
• Make recommendations for fair resolution to enable administrative decision-making delegation in accordance with icare policies.
• Communicate outcomes and decisions to customers and stakeholders in an empathetic, trauma-informed manner, monitoring implementation in schemes.
• Analyse Level 4 Escalated Complaints and Level 5 Customer Advocate Reviews to identify trends and support schemes to resolve problems.

Skills

Insurance experience

Written communication

Judgement & investigations

Stakeholder engagement

Multi-priority management

Collaboration

Regulatory frameworks understanding

Job description

icare NSW is seeking a Resolution Lead on a fixed-term contract to May 2027. Based in Sydney with hybrid options across Sydney, Gosford and Parramatta offices, the role manages escalated complaints end-to-end across schemes with a focus on fair outcomes and regulatory compliance.

You will engage with customers, stakeholders, and regulators, conduct complex investigations, and drive continuous improvement to achieve better customer outcomes.