Senior Complaints Leader — IDR & Escalations

Assurant; Melbourne; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Mentoring programs

Recharge days

Share Purchase program

Diversity groups

Parental leave

Job summary

Assurant in Hawthorn East seeks a Complaints Team Leader to oversee complex complaints, coach a team of Officers, and ensure regulatory compliance. You will resolve escalated claims, make final IDR decisions, and drive improvements across the complaints function in a hybrid work environment.

Join a diverse team and lead initiatives that improve customer outcomes while meeting SLAs and KPIs. Prior regulatory exposure and leadership skills are highly valued.

Qualifications

• Minimum 3 years experience in complex complaints handling, IDR, customer resolutions or similar roles.

Responsibilities

• Oversee complex and escalated complaints through to resolution.
• Make final decisions on IDR cases in line with regulatory and internal standards.
• Ensure compliance with RG 271, AFCA guidelines, Privacy Act, and internal policies.
• Monitor complaint trends for systemic improvements and drive data‑driven process improvements.
• Prepare reports on complaint volumes, trends and root causes for senior management.
• Lead, coach, develop and motivate a team of complaints officers.
• Allocate workloads, monitor performance and conduct regular reviews.

Skills

Complex complaints handling

IDR decisions

Client relationship management

MS Office & CRMs

Leadership & coaching

Tools

CRM software

Job description

Assurant in Hawthorn East seeks a Complaints Team Leader to oversee complex complaints, coach a team of Officers, and ensure regulatory compliance. You will resolve escalated claims, make final IDR decisions, and drive improvements across the complaints function in a hybrid work environment.

Join a diverse team and lead initiatives that improve customer outcomes while meeting SLAs and KPIs. Prior regulatory exposure and leadership skills are highly valued.