Resolution Lead (Fixed-Term Contract to May 2027)

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

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.

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.