Complaint Resolution Lead

6 days ago

Sydney, New South Wales, Australia Montu Full time

Patient Experience Lead

This role leads a dedicated team of escalation/complaint case specialists, accountable for delivering high-performance, patient-centred complaints resolution. It works closely with cross-functional teams to manage and resolve cases, ensuring compliance with regulatory standards and policies.

Key Responsibilities

  • People Leadership
    • Build and lead a high-performing team by providing clear leadership, direction and support to employees, ensuring they have a clear understanding of their roles and responsibilities.
    • Ensure compliance with company policies and processes, taking timely and fair action in instances of unsatisfactory performance or conduct.
    • Support and promote a working environment and services that are inclusive, accessible and celebrate diversity.
    • Set team OKRs and KPIs in relation to patient/customer satisfaction, NPS, and monitor metrics to identify areas for improvement and optimisation.
  • Complaint Case Management & Reporting
    • Act as a hands-on leader in the complaint resolution process, working closely with the team to ensure patient concerns are managed in an efficient, effective, and empathetic manner.
    • Develop and oversee a robust system for tracking and reporting complaint trends and root cause analysis to drive continuous improvement.
    • Create and deliver regular operational reports on case management metrics, team performance, and emerging complaint trends, using data to inform decision-making and optimise team and service performance.
  • Community Guidelines Investigation
    • Oversee and support the investigation of breaches of community guidelines, determining when patient behaviour warrants potential service denial, and ensuring actions are documented and compliant with internal policies and external regulations.
    • Ensure that all guideline breaches are handled consistently, fairly, and in alignment with organisational standards.
  • Collaboration & Resolution Framework
    • Establish routines with cross-functional teams to support proactive problem-solving, innovative solutions, and efficient resolution of patient concerns.
    • Build and continuously refine frameworks for handling patient complaints, ensuring these frameworks are responsive to emerging trends, patient feedback, and regulatory requirements.
    • Act as the escalation point for extreme or complex calls, providing hands-on support and leadership to the team to resolve challenging situations.

Qualifications

  • Minimum 3-5 years of experience in a complaints resolution, customer service, or case management role, with at least 2 years in a leadership position.
  • Familiarity with healthcare, pharmaceuticals, or a regulated service environment is highly preferred.
  • Proficiency in complaint management and reporting software, Microsoft Office Suite, Zendesk and data analysis tools.
  • Bachelor's degree in business, healthcare management, communications, or a related field (or equivalent experience).
  • Proven experience leading and developing a team, with a focus on performance management, coaching, and fostering an inclusive and high-performing work environment.
  • Excellent interpersonal skills with a focus on compassionate communication, especially when dealing with sensitive complaints or difficult situations.
  • Strong analytical and problem-solving skills, with the ability to identify root causes, assess trends, and implement strategic improvements.

Additional Information

  • You'll be joining a highly motivated, agile team where your ideas and work will directly influence the direction and progress of an expanding global company in a hyper-growth phase.
  • We pride ourselves on our collaborative and driven culture and offer opportunities for advancement to high achievers. Other benefits include:
  • Gaining access to SAGED courses and more through the Greenhouse learning platform, fostering continuous growth and development.
  • Enjoying discounts with over 450 retailers through our Reward and Recognition platform.
  • The freedom of a full-time, work-from-home role.
  • Access to co-working spaces in Sydney, Melbourne, Brisbane, and select regional cities.
  • Mental health support through our wellbeing platform, Unmind.
  • A private health insurance discount through Medibank.
  • Up to 8 weeks of paid parental leave.
  • Swag kits to celebrate key milestones in your journey with us.
  • Enhancing your home office with our ergonomic equipment reimbursement benefit.
  • Being part of one of the fastest-growing industries in Australia, improving the lives of hundreds of thousands of patients.

  • Complaint Resolution Lead

    1 week ago

    Sydney, New South Wales, Australia Montu Full time

    Role OverviewMontu is seeking a highly skilled Complaint Resolution Lead to join our team. As a key member of our organization, you will be responsible for leading a dedicated team of escalation/complaint case specialists, accountable for delivering a high-performance, patient-centred complaints resolution.Duties and ResponsibilitiesPeople LeadershipAs a...

  • Complaints Resolution Specialist

    4 weeks ago

    Sydney, New South Wales, Australia AMEX Full time

    Complaints Resolution AnalystAbout the RoleWe are seeking a highly skilled Complaints Resolution Analyst to join our team at American Express. As a key member of our Global Customer Research and Solution team, you will be responsible for investigating and resolving complaints received from our customers and regulatory bodies in a fair and timely manner.Key...

  • Complaint Resolution Lead

    2 days ago

    Sydney, New South Wales, Australia Montu Full time

    Job Title: Complaint Resolution LeadThe Complaint Resolution Lead role at Montu is a critical position that requires a high level of leadership and customer service skills. As a key member of our team, you will be responsible for leading a dedicated team of escalation/complaint case specialists, ensuring that patients receive a high-performance,...

  • Complaints Resolution Specialist

    4 weeks ago

    Sydney, New South Wales, Australia American Express Full time

    Complaints Resolution AnalystAbout the RoleWe are seeking a highly skilled Complaints Resolution Analyst to join our team at American Express. As a key member of our Global Customer Research and Solution team, you will be responsible for investigating and resolving complaints received from our customers and regulatory bodies in a fair and reasonable...

  • Chief Complaint Resolution Specialist

    6 days ago

    Sydney, New South Wales, Australia AMP - General Full time

    Superannuation Complaints Resolution SpecialistWe're looking for a skilled Superannuation Complaints Resolution Specialist to join our team at AMP. As a key member of our complaints resolution team, you will be responsible for providing exceptional customer service and resolving complaints in a fair and reasonable manner.Key Responsibilities:Investigate and...

  • Complaint Resolution Lead

    2 weeks ago

    Sydney, New South Wales, Australia Montu Full time

    **Job Title:** Complaint Resolution Lead**About the Role:**We are seeking a highly skilled Complaint Resolution Lead to join our team at Montu. This role will be responsible for leading a dedicated team of escalation/complaint case specialists, accountable for delivering high-performance, patient-centred complaints resolution. The successful candidate will...

  • Customer Complaints Resolution Specialist

    5 days ago

    Sydney, New South Wales, Australia Spaceship Full time

    As a key member of the Spaceship team, the primary responsibility of this role is to effectively manage and resolve customer complaints in a timely and appropriate manner.Working closely with the Customer Support team and other relevant stakeholders, you will be responsible for:Assessing, documenting, logging, escalating and resolving customer...

  • Incident and Complaints Resolution Manager

    2 weeks ago

    Sydney, New South Wales, Australia Mable Full time

    Mable is seeking a highly skilled professional to join our team as an Incident and Complaints Resolution Manager.This role plays a crucial part in enhancing the overall quality of care and client satisfaction within our organization.Key Responsibilities:Incident Management:Develop and implement effective incident management procedures and protocols.Monitor,...

  • Incident and Complaints Resolution Manager

    2 weeks ago

    Sydney, New South Wales, Australia Mable Full time

    About the RoleMable is an online platform connecting Australians looking for disability and aged care support to independent support workers. We are seeking a highly skilled and dedicated professional to join our team as an Incident and Complaints Resolution Manager.Key ResponsibilitiesDevelop and implement effective incident management procedures and...

  • Incident and Complaints Resolution Manager

    2 weeks ago

    Sydney, New South Wales, Australia Mable Full time

    Mable is seeking a highly skilled professional to join our team as an Incident and Complaints Resolution Manager.This role plays a crucial part in enhancing the overall quality of care and client satisfaction within our organization.Key Responsibilities:Incident Management:Develop and implement effective incident management procedures and protocols.Monitor,...

  • Customer Complaint Resolution Specialist

    2 weeks ago

    Sydney, New South Wales, Australia Trip Full time

    Job SummaryAbout Us Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip has become one of the world's leading online travel brands. We have four Customer Service Centres for Asia, Europe, the Americas, and Oceania, providing 24/7 customer service in 19 different languages. We have more than 30,000 employees scattered across 30 countries,...

  • Dispute Resolution Expert

    2 weeks ago

    Sydney, New South Wales, Australia IAG Full time

    Make a meaningful impact as a Dispute Resolution Expert at IAG, where you'll play a crucial role in managing disputes that arise from unresolved complaints. As part of our industry-leading team, you'll leverage your high-level dispute resolution skills and stakeholder expertise to deliver a world-class alternative dispute resolution experience to our...

  • Customer Resolutions Specialist

    20 hours ago

    Sydney, New South Wales, Australia Prospa Full time

    This is a Customer Resolutions Specialist role at Prospa, a leading company in Australia, where you will report to the Customer Experience Lead and focus on managing and resolving customer disputes through Prospa's Internal and External Dispute Resolution frameworks.Key Responsibilities:Resolving customer disputes through Prospa's Internal Dispute Resolution...

  • Compliance and Complaints Officer

    1 month ago

    Sydney, New South Wales, Australia AXA Group Full time

    Job Title: Compliance and Complaints OfficerAXA XL is seeking a highly skilled Compliance and Complaints Officer to join our team in Sydney, Australia. As a key member of our Compliance Team, you will play a critical role in ensuring that our business operates in accordance with regulatory requirements and industry standards.Key Responsibilities:Handle...

  • Compliance and Complaints Officer

    1 month ago

    Sydney, New South Wales, Australia AXA Group Full time

    Job Title: Compliance and Complaints OfficerAXA XL is seeking a highly skilled Compliance and Complaints Officer to join our team in Sydney, Australia. As a key member of the Compliance Team, you will play a critical role in ensuring that our business operates in accordance with regulatory requirements and industry standards.Key Responsibilities:Handle...

  • Incident Resolution Specialist

    50 minutes ago

    Sydney, New South Wales, Australia Mable Full time

    About the RoleMable is an online platform connecting Australians looking for disability and aged care support to independent support workers. As an Incident and Complaints Manager, you will be responsible for leading a team of specialists in managing and overseeing incidents and complaints resolution, ensuring high-quality care services while maintaining...

  • Dispute Resolution Specialist

    3 weeks ago

    Sydney, New South Wales, Australia IAG Full time

    About the RoleWe are seeking a highly skilled Dispute Resolution Specialist to join our team in Adelaide, Sydney, Melbourne, or Brisbane. As a Dispute Resolution Specialist, you will be responsible for managing disputes that arise from unresolved complaints in a general insurance or legal environment.Key ResponsibilitiesResolve internal and external disputes...

  • Customer Service Resolution Specialist

    5 days ago

    Sydney, New South Wales, Australia Spaceship Full time

    This is a Customer Complaints role with one of the leading companies in Australia right now, Spaceship, with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the company takes off.More About the Role at SpaceshipThe primary responsibility of the Complaints Officer is to aid Spaceship in effectively managing and...

  • Dispute Resolution Expert

    6 days ago

    Sydney, New South Wales, Australia IAG Full time

    Make a meaningful impact as a Dispute Resolution Specialist with IAG. This role involves managing disputes arising from unresolved complaints, utilizing high-level dispute resolution capabilities and stakeholder skills to deliver exceptional customer experiences.About the RoleAs a Dispute Resolution Specialist, you will resolve internal and external...

  • Claims Resolution Specialist

    3 weeks ago

    Sydney, New South Wales, Australia Crawford & Company Full time

    About the RoleCrawford & Company is seeking a skilled Claims Resolution Specialist to join our team. As a Claims Resolution Specialist, you will be responsible for ensuring the fair, effective, and timely resolution of complaints in accordance with Crawford/client/regulatory requirements.Key Responsibilities:Maintaining an expected case load of property...