Customer Experience Manager

**About the Role**

The Customer Experience Manager (High Care & Complaints) is responsible for leading and optimising Home Claims & Assessing’s approach to managing vulnerable and high risk customers, escalated issues, and formal complaints. This role ensures that customers requiring high levels of care or resolution for grievances receive exceptional service, fair treatment, and timely outcomes. The Manager will drive continuous improvement in processes, foster a customer-centric culture within their teams, and contribute significantly to overall customer satisfaction and retention by transforming challenging experiences into opportunities for loyalty.

**Position Accountabilities**
- _ _**_Leadership & Management _**
- Inspire and drive a culture that provides employees with a sense of inclusion and belonging
- Lead and empower a work environment of high performance with high integrity
- Be a role model living our values while building a culture at Auto & General that reflects our values
- As a member of the Leadership Team, demonstrate excellent self-management in building constructive relationships and influencing others across the organisation at all levels
- **_Team Leadership & Development_**:Lead, mentor, and develop specialist teams, fostering a high-performance culture focused on empathy, resolution, and customer advocacy. Conduct regular performance reviews, provide coaching, and identify training needs to enhance team capabilities and resilience.**:

- **_Technology & Innovation:_**Introduce technology-driven solutions (e.g., bots, decision engines, data insights) to proactively identify and support at-risk customers, enhancing efficiency and proactive care.
- **_Complaint Resolution & Escalation_**:Manage the end-to-end Level 1 complaint management process, from initial receipt to final resolution, ensuring compliance with regulatory requirements and internal standards. Act as a point of escalation for complex or sensitive customer issues, providing expert guidance and direct intervention where necessary.
- **_Systemic Issue Resolution & Root Cause Remediation:_**Collaborate cross-functionally with various departments (e.g., Product, Assessing, Underwriting, Legal, Claims) to resolve systemic issues and drive root cause remediation, preventing recurrence and improving overall customer journeys (assessment, repair, claim, and complaint).
- **_Executive & High-Level Stakeholder Engagement_**:Interface directly with executive leadership, the CEO’s office, and media-sensitive complaint channels, providing clear, concise updates and strategic recommendations.
- **_Reporting & Analysis_**:Develop and maintain robust reporting mechanisms to track key performance indicators (KPIs) related to complaints, high care cases, resolution times, and customer satisfaction. Analyse trends and insights to inform strategic decision-making and identify areas for improvement**.**:

- **_Customer Advocacy_**:Champion the voice of the customer within the organisation, using insights from complaints and high care interactions to advocate for customer-centric changes and improvements.

**What experience you’ll bring;**
- Tertiary qualification in a relevant discipline and / or equivalent relevant experience
- Home Claims and / or significant Insurance Industry experience preferred
- Strong leadership experience in complaints, service recovery, and vulnerable customer care, with a proven ability to lead and motivate teams in high-pressure environments.
- Deep systems thinking and advanced root cause problem-solving capability, with a track record of driving systemic improvements.
- Proven stakeholder engagement experience, including the ability to influence senior audiences and manage sensitive communications.
- Passion for service transformation, customer advocacy, and supporting vulnerable communities.
- Risk-aware mindset with the ability to challenge the status quo and deliver compliance-safe improvements.
- Agile and responsive to evolving customer, legal, and media pressures.
- Strong written communication and storytelling skills, with the ability to distil complex insights and influence senior audiences effectively.
- A resilient, values-driven leader with high emotional intelligence and a transformational mindset.
- Demonstrated expertise in managing complex customer complaints and escalated issues, including a deep understanding of best practice complaint handling frameworks.
- Exceptional communication, negotiation, and de-escalation skills, capable of handling sensitive conversations with empathy and professionalism.
- Knowledge of relevant consumer protection laws, industry regulations, and privacy legislation applicable to customer interactions (e.g., Australian Consumer Law, Privacy Act).
- Proficiency in using CRM systems and complaint management software to track, manage, and report on customer interactions.

**The Benefits of working with us;**
- ** Location** - The role is based at our North Lakes offi