Elevate Your Career with Cover-More Group: Are you passionate about ensuring exceptional customer experiences and skilled at resolving complex issues? Join Cover-More Group, a leading brand in travel insurance, who pride themselves on delivering outstanding service to travellers worldwide. As more and more people are travelling, your expertise will play a crucial role in our mission to Cover More, so our customers can Worry Less.
The IDR Team Leader plays a key role in leading the complaints management function, combining hands-on execution with team leadership. This position ensures complaints are handled efficiently, within regulatory timelines, and with a focus on resolving systemic issues. As a customer champion, you'll work closely with various teams to drive continuous improvement and enhance the overall claims experience.
A bit about you: You'll understand regulatory, privacy and legal requirements within the general insurance industry.You'll have advanced stakeholder management skills, along with influencing skills.You'll have a comprehensive knowledge of systems, policies and procedures across our sales, customer service, and claims departments.You'll have a proven record of process improvement and change management experience.You'll be capable of resolving conflicts and influencing decision-makers to achieve favourable outcomes for the customer and business.You'll lead and mentor teams through change initiatives, ensuring smooth transitions and staff engagement throughout transformation projects.A bit about the Job: You'll oversee the development and execution of a complaints management framework.You'll build a team of Complaints Officers, coaching and developing them to manage complaints appropriately.You'll ensure complaints compliance as per ASIC and General Insurance Code of Practice stipulations – partnering with internal departments as required.You'll implement analytics tracking and reporting on complaints and present this to senior leaders.You'll keep the customer experience at the heart of the team.So, why choose us? We value optimism, caring, togetherness, reliability and determination.
We have more than 1500 employees worldwide: we're a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travellers, at every step of their journey.
Job flexibility: We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid work week policy ensures our employees maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.
Career growth: We want you to continue to learn, develop and bring your ideas to the table. We want to hear what you think, and we want you to work with the business - not for the business!
Take the time you need, for you and your community: We encourage you to take the time you need, when you need it. We offer regular annual and personal leave benefits along with anniversary leave, volunteer leave and a comprehensive paid parental leave scheme.
Travel and work with us: We'll help you keep travelling in your career, oh and quite literally with free travel insurance for you and your partner. We also offer great discounts through our extensive travel partnerships…so start planning for your next trip today!
Diversity and inclusion: We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.
Apply today and let's go great places together!
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