Lead, Customer Relations

1 week ago

Melbourne, Australia IAG New Zealand Full time

Have a meaningful impact as a **Customer Relations Lead**

Join the largest insurance group in Australia and New Zealand.

**Your role**

The role of the Customer Relations Lead is to coach and support a team of Dispute Resolution Specialists to deliver exceptional dispute resolution outcomes for Direct Insurance Australia (DIA) and Intermediated Insurance Australia (IIA) across all IAG brands.

You’ll manage the day-to-day operation and performance of your team in an agile environment. Coach your team through structured monthly coaching sessions, utilising Quality Listening and Quality Assurance results to develop a coaching and cross-skilling plan for each team member to uplift capability. You’ll support Dispute Resolution Specialists as a first point of contract for ad-hoc support, enquiries and guidance on complaint/dispute matters.

You’ll identify and drive continuous improvement opportunities through identification, recording and proposing resolutions to customer irritants and process deficiencies with a strong focus on identifying risks issues across DIA & IIA, utilising our compliance systems and partnering with our Operational Risk team.

**About You**
- Leadership experience including previous secondment experience in leadership roles.
- Experience coaching and developing team members.
- Two to three years Alternative Dispute Resolution Experience at a Financial Firm including exposure to the AFCA complaints process.
- Insurance Industry Experience.
- Ability to engage and influence stakeholders, building meaningful relationships with customers and AFCA
- Ability to manage complexity and solutions development
- Tertiary qualifications in Alternative Dispute Resolution/Law/Mediation or related fields (desired).

**Applications close Thursday 9 May 2024 at 23:59pm AEDT.**

**ABOUT US**

IAG is the largest general insurance group in Australia and New Zealand. We’re also a tech and research facility, a hub for climate change experts and a centre of resilience design. We chat over coffee with customers, advocate for them in the corridors of Parliament and back them up in the community when life’s moments hit hardest.

You’ll know our brands - NRMA Insurance, CGU, WFI, ROLLiN’, AMI, NZI, and State Insurance to name a few. Together they turn our IAG purpose of making your world safer into action by helping, supporting ambitions and making insurance accessible.

We celebrate unique viewpoints shaped by life experiences, cultures and passions. We expand careers, genuinely connect with community, lead with a powerful purpose and celebrate what makes you individual.

We’re also guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses and communities. Collaborating on Indigenous-led solutions that enable growth, develop resilience and create meaningful change.

We're passionate about social issues, walk the talk on sustainability and strive to do more than standard on things that matter, including women in senior leadership, Indigenous empowerment and creating inclusive environments. We’re proud to be an accredited family-friendly workplace and are committed to being a safe and supportive space for all our employees. We do this because we’re ready for you.

**All this shows up in what we offer**:

- Grow your financial future with 13% superannuation as standard
- Keep your skills current and accredited with the IAG Academy portal
- Welcome Back cash bonus when returning from parental leave
- Grow your career through dynamic secondments
- A certified Family Inclusive Workplace

Learn more about who IAG is here.

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