Customer Support Manager

3 days ago

Sydney, Australia IAG New Zealand Full time

**Make a difference and join the Customer Relations leadership team as a Customer Support Manager.**
**Join the largest insurance group in Australia and New Zealand.**

**Your Role**
As a Customer Support Manager, you’ll enable the Customer Support team to deliver a great experience for customers lodging complaints, escalating complaints referred from AFCA, and the processing of personal information access requests (PIARs).

This role will also lead the CTP escalated complaint function by providing strategic direction of its process as well as creating and fostering a culture that embraces complaints and drives initiatives for fair, efficient, and consistent outcomes.

**This is a permanent role, and we welcome applicants from all major cities in Australia.**

**About You**
- Extensive senior leadership experience in a large financial services organisation, with expertise in complaint management within the financial sector.
- Demonstrated commitment to improving customer experience and preventing harm.
- Previous experience driving culture change, capability uplift, and automation initiatives.
- Advanced skills in relationship-building, communication, and effective influencing across functions.
- Proactive in achieving performance outcomes and active participation in leadership team environments.
- Proficient in financial planning and benefit identification within complex environments, with expertise in risk identification, management, and mitigation.
- Qualifications: Relevant tertiary qualifications and industry experience (e.g., ANZIIF, Lean 6 Sigma).

**Applications close Friday 31st May, 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
- Access up to 50% off personal insurance, including home and motor insurance
- Flexibility through a program called MyFlex - supporting you to live life to the full
- Welcome Back cash bonus when returning from parental leave
- A certified Family Inclusive WorkplaceTM

Learn more about who IAG is here.

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