About your new company 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 teamA chance to positively influence customer outcomes and drive continuous improvementWork with a values-driven organization that prioritizes fairness and integrityCollaborative work environment with opportunities to build relationships with key stakeholdersCompetitive remuneration and benefits packageDuties and responsibilities include: Lead, coach, and motivate a team of Complaints and High Care consultants to deliver exceptional results and uphold high integrity standardsOversee the management of complaints, including workload prioritization, claim review and authorization, and compliance supportMonitor team performance and ensure adherence to internal policies and regulatory requirementsReview and provide feedback on written customer communications to ensure technical accuracy and alignment with fairness principlesCollaborate with internal and external stakeholders to identify root causes of complaints and recommend systemic improvementsContribute to the development and implementation of strategies to enhance claims performance and customer satisfactionEnsure the team delivers fair, consistent, and plain-language communication in all customer interactionsSupport the recruitment and onboarding of new team members to maintain a high-performing and engaged workforceWhat you'll need to succeed: Strong leadership skills with a proven ability to develop and motivate teamsExperience coaching and leading people through changeA solid understanding of dispute resolution legislation, the Insurance Contracts Act, Corporations Act, and general insurance industry standardsDemonstrated experience in a complaints resolution, legal, claims, or underwriting role within insurance or a similar regulated environmentExceptional verbal and written communication skills, with a focus on negotiation and delivering constructive feedbackEmpathy and professionalism in handling complex customer complaints and sensitive situationsCritical judgment and analytical skills to drive fair decision-makingStrong ability to manage competing priorities in a fast-paced environmentResilient, adaptable, and committed to fostering positive relationships across teamsExpected outcomes: Enhanced complaints management performance within Home ClaimsExceptional service delivery to every customer, every timeHigh-quality standards and adherence to regulatory requirementsA highly engaged and professional team aligned with company valuesEffective collaboration with key internal and external stakeholdersReady to lead the way?
Apply now! Alternatively, contact Naomi Hardy at Fuse Recruitment on or email for more information.
At Fuse Recruitment, we specialize in insurance recruitment, connecting talented professionals with opportunities to thrive.
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