CTP Complaints Specialist

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Make a difference as a CTP Complaints Specialist.

Join the largest general insurance group in Australia and Aotearoa New Zealand. We're a top-tier ASX-listed company helping to make the world a safer place through creating a stronger and more resilient business and enabling our portfolio of iconic insurance brands.

Your Role

Join our diverseCompulsory Third Party (CTP) complaints team, managing complaints regarding our CTP Claims where you'll play a key role in resolving matters and improving our claims experience. You'll also provide valuable insights and recommendations to enhance our claims practices and optimise both customer and compliance outcomes. Your work will directly influence the claims process, helping rebuild trust and identify opportunities for process improvement, and enhance the overall claimant experience.

In this role, you'll be responsible for the timely and high-quality management of complaints raised by CTP claimants, legal representatives, providers, and other external stakeholders across NSW, SA, and ACT. You'll own and manage end-to-end complaints, reviewing case files and decisions made by our Claims Consultants. You'll also handle complaints raised internally and through external channels, including regulators and complaint bodies.

This is a permanent position and we welcome candidates based in Gadigal Country (Darling Park 2, Sydney), Naarm (Melbourne), Meanjin (Brisbane) and Tarndanya (Adelaide). We offer flexible working arrangements with a mix of work from home and the office.

What You'll Be Doing

• Manage and resolve complaints across three CTP schemes and liaising with four external bodies: IRO, SIRA, MAIC (ACT) and the SA Regulator, to ensure a fair and thoughtful resolution.
• Engaging with customers and stakeholders, providing clear guidance and empathetic support.
• Assessing complaints carefully, making well-reasoned decisions, and communicating outcomes with professionalism.
• Collaborating with a knowledgeable and supportive team to share insights and continuously improve our customer's experience.
  
  

What We're Looking For

• 5+ years of experience in complaint management dealing with an EDR scheme, or strong experience in a Personal Injury Scheme
• Legal qualification with a background in personal injury (e.g., sport or medical) are highly desirable
• Strong understanding of the external regulatory complaints processes and relevant regulatory requirements.
• A customer-focused mindset, with excellent communication, negotiation and problem-solving skills to identify issues and find creative solutions.
• High resilience and confidence in managing both straightforward and complex cases.
• Strong influencing and analytical thinking skills.
• Excellent time management and the ability to handle a dynamic portfolio in a fast-paced environment.
  
  

If you're looking for a role where you can make a meaningful impact, be supported with thorough training, and thrive in a collaborative environment, we'd love to hear from you

Applications close on Wednesday 13 August 2025 at 23:59pm AEDT.

Joining IAG, you'll have access to a raft of benefits from across the Group:

• Boosted superannuation with 13%as standard
• Up to 50% off personal insurance, including home and motor insurance
• 5 myLeave days per year on top of annual leave
• Work from home and many more flexibility options with myFlex
• Industry-leading 20 weeks paid parental leave, available from the day you start, for both primary and secondary carers
• A certified Family Inclusive WorkplaceTM
• employment type eligibility criteria apply
  
  

About Us

As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That's not just words. It's our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.

We're ready for you. Apply today.Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionOther
• IndustriesInsurance

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