Senior Escalated Complaints Resolution Lead (Hybrid)

Insurance and Care NSW (icare); Parramatta; Hybride; AUD 154 000 - 190 000; Plein temps

Avantages offerts par ce poste

Hybrid work

Gym subsidies

Health checks

EAP support

Learning opportunities

Salary packaging

Novated leasing

Recognition programs

Mental health initiatives

Support for hidden disabilities

Résumé du poste

icare is seeking a Resolution Lead for a fixed-term contract until May 2027, based in Sydney with hybrid options across Parramatta, Gosford and the Sydney area. The role focuses on fair, empathetic resolution of complex escalated complaints and supports continuous improvement across schemes.

The ideal candidate will have experience in insurance or regulated environments, strong communication skills, and the ability to manage multiple priorities with careful attention to detail.

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.

Responsabilités

• Deliver end-to-end resolution of escalated complaints across all schemes ensuring timeliness and legislative compliance.
• Engage with customers, representatives, icare staff and external stakeholders including regulators and government agencies.
• Conduct detailed investigations and analysis of complex issues with reference to relevant laws and privacy requirements.
• Provide recommendations for fair resolutions to enable administrative decision-making.
• Communicate outcomes to customers and stakeholders in a clear, empathetic manner.
• Analyse trends in escalated complaints to support continuous improvement and better customer outcomes.

Connaissances

Insurance experience

Dispute resolution

Complaints management

Compliance

Description du poste

icare is seeking a Resolution Lead for a fixed-term contract until May 2027, based in Sydney with hybrid options across Parramatta, Gosford and the Sydney area. The role focuses on fair, empathetic resolution of complex escalated complaints and supports continuous improvement across schemes.

The ideal candidate will have experience in insurance or regulated environments, strong communication skills, and the ability to manage multiple priorities with careful attention to detail.