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Complaints Manager

2 months ago

Mile End, Australia Royal Automobile Association Full time

About the Role

We are seeking a highly skilled and experienced Complaints Manager to join our team at the Royal Automobile Association. As a Complaints Manager, you will be responsible for managing the Member Response Complaints team to ensure that all complaints are handled in a fair and timely manner.

Key Responsibilities

  • Provide clear direction and purpose to the team, setting clear performance targets and behavioural expectations.
  • Review and decide on escalated matters from the team, providing subject matter expertise in decision-making forums as required.
  • Maintain effective operational relationships with internal and external partners.
  • Use knowledge and experience to make sound customer service and commercial decisions.
  • Support the team in managing complex and sensitive interactions.
  • Identify systemic issues and improvement opportunities to streamline or enhance complaint management processes.

About You

We are looking for a confident and passionate individual who is self-motivated and enjoys working in a high-performing culture. You will have a minimum of 5 years' experience in a complaint management role and extensive knowledge of insurance claims, processes, and guidelines.

Requirements

  • Minimum of 5 years' experience in a complaint management role.
  • Extensive knowledge of insurance claims, processes, and guidelines.
  • Working knowledge of relevant legislation and regulatory requirements.
  • Experience in managing teams within agreed performance targets and budgets.
  • Ability to establish and maintain relationships with a wide variety of key stakeholders.
  • Outstanding attention to detail and excellent verbal and written communication skills.

About Us

The Royal Automobile Association is a leading provider of motor, home, and travel services to over 820,000 members. We are committed to delivering exceptional customer service and are proud to be one of the largest and most iconic organisations in South Australia.

Benefits

  • Free RAA premium road service.
  • Access to our Member Benefits program.
  • Generous discounts on all RAA products.
  • Flexible work arrangements.
  • Ongoing Training & Development opportunities and a Study Support Program.
  • Wellbeing facilities and Corporate Health Insurance Plan.