Senior Escalated Complaints Resolution Lead (Hybrid)

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

Benefits offered by this job

Flexible hybrid working arrangements

Gym subsidies

Health checks

EAP support

Novated leasing

Job summary

icare provides insurance and care to the people, businesses and communities of NSW. The role manages fair and empathetic resolution of complex escalated complaints across all schemes, from initial investigation to outcome communication, while partnering with internal and external stakeholders to drive root cause analysis and continuous improvement.

This is a fixed-term contract until May 2027 with flexible hybrid working.

Qualifications

• Experience in insurance, dispute resolution, complaints management, compliance or another regulated environment.
• Strong written communication skills to prepare empathetic correspondence for a range of audiences.
• Sound judgement and investigative capability to analyse complex information and reach balanced, evidence-based recommendations.
• Ability to work across multiple priorities while maintaining accuracy and timeliness.
• Collaborative approach to deliver the best outcomes for customers and stakeholders.
• Understanding of legislative, regulatory or policy frameworks relevant to complaint resolution processes.

Responsibilities

• 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.

Skills

Insurance

Dispute resolution

Complaints management

Compliance

Regulated environment

Job description

icare provides insurance and care to the people, businesses and communities of NSW. The role manages fair and empathetic resolution of complex escalated complaints across all schemes, from initial investigation to outcome communication, while partnering with internal and external stakeholders to drive root cause analysis and continuous improvement.

This is a fixed-term contract until May 2027 with flexible hybrid working.