Buscojobs | Buscojobs | Complaints Team Leader

Our client, a highly regarded private insurer, is seeking a Complaints Team Leader to lead a dedicated team within their Home Claims division. In this role, you'll oversee complaints management, ensure regulatory compliance, and support vulnerable customers, driving improvements aligned with the company's customer care framework. What’s in it for you? An opportunity to lead and develop a high-performing team A chance to positively influence customer outcomes and drive continuous improvement Work with a values-driven organization that prioritizes fairness and integrity Collaborative work environment with opportunities to build relationships with key stakeholders Competitive remuneration and benefits package Duties and responsibilities include: Lead, coach, and motivate a team of Complaints and High Care consultants to deliver exceptional results and uphold high integrity standards Oversee the management of complaints, including workload prioritization, claim review and authorization, and compliance support Monitor team performance and ensure adherence to internal policies and regulatory requirements Review and provide feedback on written customer communications to ensure technical accuracy and alignment with fairness principles Collaborate with internal and external stakeholders to identify root causes of complaints and recommend systemic improvements Contribute to the development and implementation of strategies to enhance claims performance and customer satisfaction Ensure the team delivers fair, consistent, and plain-language communication in all customer interactions Support the recruitment and onboarding of new team members to maintain a high-performing and engaged workforce What you’ll need to succeed: Strong leadership skills with a proven ability to develop and motivate teams Experience coaching and leading people through change A solid understanding of dispute resolution legislation, the Insurance Contracts Act, Corporations Act, and general insurance industry standards Demonstrated experience in a complaints resolution, legal, claims, or underwriting role within insurance or a similar regulated environment Exceptional verbal and written communication skills, with a focus on negotiation and delivering constructive feedback Empathy and professionalism in handling complex customer complaints and sensitive situations Critical judgment and analytical skills to drive fair decision-making Strong ability to manage competing priorities in a fast-paced environment Resilient, adaptable, and committed to fostering positive relationships across teams Expected outcomes: Enhanced complaints management performance within Home Claims Exceptional service delivery to every customer, every time High-quality standards and adherence to regulatory requirements A highly engaged and professional team aligned with company values Effective collaboration with key internal and external stakeholders Ready to lead the way? Apply now!

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