CTP Complaints Specialist

1 week ago

Melbourne, Victoria, Australia IAG Full time
Overview

CTP Complaints Specialist at IAG – join the largest general insurance group in Australia and Aotearoa New Zealand. This is a permanent role with flexible work arrangements (hybrid: work from home and office) and the option to base in Gadigal Country (Darling Park 2, Sydney), Naarm (Melbourne), Meanjin (Brisbane) or Tarndanya (Adelaide).

We're a top-tier ASX-listed company focused on safer, more resilient insurance outcomes and better customer experiences. Apply to make a meaningful impact by supporting and improving our CTP complaints process and claims practices.

Responsibilities
  • Manage and resolve complaints across three CTP schemes, liaising with external bodies: IRO, SIRA, MAIC (ACT) and the SA Regulator, to ensure fair and thoughtful resolutions.
  • Engage with customers and stakeholders, providing clear guidance and empathetic, professional support.
  • Assess complaints carefully, make well-reasoned decisions, and communicate outcomes effectively.
  • Collaborate with a knowledgeable team to share insights and continually improve the customer experience and claims processes.
What We're Looking For
  • 5+ years of experience in complaint management with an EDR scheme, or strong experience in a Personal Injury Scheme (including Worker's Compensation).
  • Legal qualification with a background in personal injury (e.g., sport, medical, workers compensation) is highly desirable.
  • Strong understanding of external regulatory complaints processes and relevant regulatory requirements.
  • Customer-focused mindset with excellent communication, negotiation and problem-solving skills to identify issues and craft solutions.
  • High resilience and confidence in managing both straightforward and complex cases.
  • Strong influencing and analytical thinking skills; excellent time management to handle a dynamic portfolio in a fast-paced environment.
What We Offer
  • Benefits across the Group, including boosted superannuation up to 13% as standard.
  • Up to 50% off personal insurance (home and motor).
  • 5 leave days per year on top of annual leave (myLeave).
  • Work from home options and flexibility with myFlex.
  • Industry-leading 20 weeks paid parental leave from day one for primary and secondary carers.
  • Certified Family Inclusive Workplace.
  • Other eligibility criteria apply.
Application Details

Applications close on Monday 15 September 2025 at 23:59 AEDT.

About Us

At IAG, you'll have access to a world of career opportunities within a purpose-led environment focused on connection, belonging and meaningful impact. We value diverse life experiences and cultures and are committed to Indigenous-led solutions that enable growth and positive change for our customers and employees.

Apply today.


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