Resolution Lead (Fixed-Term Contract to May 2027)

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

Resolution Lead (Fixed-Term Contract to May 2027)

Resolution Lead (Fixed-Term Contract to May 2027)

Sydney, Parramatta and Gosford

• Join icare’s Governance, Risk and Compliance Team
• Flexible and hybrid working environment
• Salary from $154,231 + super + flex leave

About the role

Manage the fair and empathetic resolution of complex escalated complaints across all schemes, managing the process from initial investigation through to outcome communication and implementation, while partnering with internal and external stakeholders and providing scheme feedback to drive root cause analysis and continuous improvement

Support the Head of Resolution in the end-to-end management of the Escalated Complaints management process and enable the development of, and advocacy for continuous improvement opportunities that enable better customer outcomes across all schemes.

This is a fixed-term contract until May 2027, with flexible hybrid working. The role is based in Sydney, with the opportunity to also work from icare’s Gosford and Parramatta Offices.

What you'll be working on

• 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.

What you'll bring

• 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.

What we offer

• Work-life balance: Flexible and hybrid working arrangements
• Health and wellbeing: Gym subsidies, health checks, and EAP support
• Career development: Learning opportunities to grow your skills and career
• Employee benefits: Extra leave, health insurance discounts, salary packaging and novated leasing
• Inclusive culture: Recognition programs, mental health initiatives and support for hidden disabilities

About icare

icare provides insurance and care to the people, businesses and communities of NSW. Our work supports recovery, independence and safer workplaces. We protect homes, public assets and essential services, and help manage schemes that need to remain fair, affordable and sustainable for the future. We believe the better we do, the better for NSW.

We are committed to building a safe and inclusive workplace where people feel respected, supported and able to contribute their best. Inclusion is not a standalone initiative; it is part of how we make better decisions, design better services and reflect the communities we serve. We welcome and support people of all abilities and backgrounds to apply.

Please note:

You must be an Australian citizen, permanent resident, a New Zealand citizen with a current passport, or hold unrestricted working rights to apply. This role is subject to standard pre-employment checks including criminal history checks. For more information about icare visit our website. Please note, icare operates a direct sourcing model, so no agency introductions will be accepted.