Manager Complaints

Let’s talk about who we are

The nib Group has a mission and vision of people enjoying better health. Through our success, we aspire to more prosperous and sustainable communities, not only the creation of enterprise value. nib is a trusted health partner, helping members and travellers make more informed healthcare decisions, transact with healthcare systems and generally live healthier lives.

We're looking for people who share this passion and want to be a part of a team that has the appetite and ambition to be extraordinary. Extraordinary comes in different perspectives and experiences. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day.

Let’s talk about Diversity, Equity and Inclusion

Let’s talk about this role

As the Manager Complaints - Health, you will lead the successful delivery of a complaints framework, focusing on complaint management and prevention for our customers across our health line of business. It is responsible for ensuring that our business identifies and addresses areas of opportunity that improve the experiences of our members, with a view to reducing complaints and lapse, regardless of the stage of the member journey.

The role is responsible for supporting the execution of the strategic plan and assists in the translation of these strategies into relevant tactics, projects and actions that support our purpose, vision, and values.

In this role you will:
- Support the development of nib’s Group Quality & Complaints strategy & roadmap- Support the development of a complaints framework across our health line of business- Support the development and implementation of effective employee engagement strategies across health- Identification of opportunities that enhance the member experience at each of the journey points by providing feedback to the business through regular reporting- Embedding a workforce plan that optimises the operational performance across the complaints team- Support the creation and execution of a complaints awareness plan that builds capability across the nib group, driving a quality focussed member centric culture

Let’s talk about you

Drawing upon your knowledge of private health claims and frontline streams, you will have the ability to be flexible and prioritise your workload to achieve results within a high-pressure environment.

Fostering a positive and collaborative team culture, you will share your knowledge and experience to mentor and lead your team to success and will be confident to build and maintain relationships with internal and external stakeholders.

Furthermore you have:
- Demonstrated decision making and analytical ability- Demonstrated ability and coaching customer complaint handlers- Demonstrated strong customer focus- Flexibility to work out of normal business hours- Demonstrated ability to balance commercial, business and customer considerations

Let’s talk about working at nib

Our hybrid working approach means our employees work outside of the office for the majority of the time. Our hubs offer workspaces to connect and collaborate for events, meetings, or activities. To help our employees embrace working outside of the office, we provide financial support to set up and maintain their home workspace. nib’s approach to flexibility is focused on personalisation and giving our employees choice - not only in where they work, but also when and how.

Other benefits to support you at work (and play) include:
- Generous discounts on nib health and travel insurance products including 50% discount on employee health insurance- The opportunity to give back to the community through paid leave for volunteering through nib Foundation- Support
- _your better health _- whatever that looks for you - through our nib Well Program and corporate fitness discounts- Access to our employee share plans, short-term incentive program and life and salary continuance insurance benefits- Benefits to support our diverse workforce with 18 weeks paid parental leave for all new parents regardless of carer status, 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees

The fine print

All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.