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Complaints Management Professional

2 months ago

City of West Torrens, Australia RAA Full time
About the Role

We are seeking a highly skilled and experienced Complaints Management Professional to join our team at RAA. As a key member of our organization, you will be responsible for managing the Member Response Complaints team to handle escalations and complaints received by RAA Insurance Claims.

Key Responsibilities
  • Team Leadership: Provide a clear direction, purpose, and context for your team's work, setting clear performance targets and behavioral expectations with agreed deliverables and timeframes for each team member.
  • Complaint Resolution: Review, decide, or make recommendations on escalated matters from the team and provide subject matter expertise in decision-making forums as required.
  • Operational Relationships: Maintain effective operational relationships with internal and external partners, including but not limited to Member Governance, Group Governance & Risk, and Group Legal.
  • Customer Service: Use knowledge and experience to make sound customer service and commercial decisions that achieve acceptable outcomes for the Member and for RAA.
  • Complex Interactions: Support the team in managing all complex and sensitive interactions, including but not limited to family violence, financial hardship, and vulnerability, in accordance with organizational standards.
  • Regulatory Compliance: Use and maintain knowledge of regulatory and legislative requirements, policy guidelines, and industry trends to provide quality coaching, guidance, and advice.
  • Process Improvement: Identify systemic issues and improvement opportunities to streamline or enhance complaint management and actions to improve processes and uplift the overall complaints experience and our members' experience.
Requirements
  • Experience: Minimum of 5 years' experience in a complaint management role.
  • Knowledge: Extensive knowledge of insurance claims, processes, and guidelines, cost management, and operational management practices.
  • Regulatory Knowledge: Working knowledge of the General Insurance Code of Practice, The Australian Privacy Principles, AFCA Dispute resolution process, Insurance Contracts Act, and other relevant Acts, along with legislative requirements arising from the relevant Acts.
  • Leadership: Experience in managing teams within agreed performance targets and budgets.
  • Relationship Building: Ability to establish and maintain relationships with a wide variety of key stakeholders.
  • Communication Skills: Outstanding attention to detail along with excellent verbal and written communication skills.
  • Problem-Solving: Be an innovative thinker with the ability to multi-task and manage competing priorities.
About Us

As one of South Australia's largest and most iconic organizations, we are proud to deliver our trusted range of motor, home, and travel services to more than 820,000 members. We are committed to making life better for members and better for our community, and we are excited to continue to innovate and grow in the years to come.

Benefits
  • Employee Benefits: We offer a range of benefits to our employees, including free RAA premium road service, access to our Member Benefits program, generous discounts on all RAA products, flexible work arrangements, ongoing training and development opportunities, and a study support program.