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Complaints Manager
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In this critical role, you will be responsible for managing and resolving complaints referred to the IDR process or lodged with EDR schemes, ensuring a fair and thoughtful resolution process for all parties involved. Your expertise will be utilized to assess complaints carefully, make well-reasoned decisions, and communicate outcomes with empathy to customers and stakeholders.
A key aspect of this position is engaging with customers and stakeholders to provide clear guidance and support throughout the dispute resolution process. You will collaborate with a knowledgeable and supportive team to share insights and continuously improve the way we help our customers.
Your strong analytical and problem-solving skills, combined with excellent communication and negotiation skills, will enable you to handle both straightforward and complex cases with confidence and professionalism. You will be responsible for effectively managing a dynamic portfolio of complaints in a fast-paced environment.
We seek a skilled Complaints Resolution Expert with experience in dispute resolution and complaint management, preferably in General Insurance or a related field. Familiarity with the AFCA complaints process and an understanding of the relevant regulatory requirements are essential.
