Complaints Team Manager

**Complaints Team Manager**(**Job Number**:250000RZ**)**

**Description**

At RACQ, we’re good people doing good things, making a positive impact every day, with opportunities to learn, grow, and be more.

**About the role**

We have a permanent opportunity available for an Insurance complaint’s professional to become a Team Manager within our Motor Claims Escalated Management Team (EMT).

In this role you will lead a bespoke team of dedicated specialists in our Motor Claims Operations division, focussing on resolving escalated complaints. Your role, under the guidance of the End to End Service Delivery Manager, will be to ensure our EMT consistently delivers timely and high-quality complaint outcomes. You'll take charge of the day-to-day operations, making sure complaints are handled efficiently, maintaining quality, and providing our members with an exceptional experience.

The team review and deliver complaint decisions with a compassionate, member-centric and early resolution focus. They also support the frontline claim teams through feedback, coaching, training and providing guidance on complaint resolution.

It will be your responsibility to ensure complaints are managed to meet our regulatory requirements (GICOP, RG271) and are actioned in a timely manner adhering to SLA’s. You will champion member outcomes and the ongoing development of your people.

As the Team Manager, you will also use data and reporting to identify insights and trends and engage with stakeholders to influence outcomes and drive complaint performance uplift within the Motor Claims business and reduce complaints overall.

**About you**:
We are seeking a skilled leader to oversee our team, which consists of varying amounts of experience. As the team manager, you will be able to identify and utilise the strengths of each team member, fostering their development and growth to deliver exceptional outcomes for our members. Your ability to embrace and leverage the diverse competencies of the team will be crucial in driving success and achieving the best results. Ideally you will have:

- At least 2-5 years relevant Team Manager experience.
- Strong leadership skills, including extensive experience within complaint management with proven ability to motivate staff to achieve personal and business objectives.
- Demonstrated experience in identifying, creating, developing and maintaining effective relationships.
- Experience in data and root cause analysis
- Experience in stakeholder engagement and influencing outcomes.
- Member-focused mindset, high empathy and service delivery are a must.
- Excellent organisational and time management skills

It is an exciting time to be part of RACQ as we continue our transformation towards better, smarter solutions that deliver more security and prosperity for Queenslanders. We are big enough to make a real difference in our community, yet small enough to nurture your professional and personal development.

By joining RACQ, you’ll be part of new sustainability initiatives, including a commitment to being a carbon neutral organisation by 2032. We’ve invested in and partnered with sustainable companies, including the introduction home solar and batteries, Green Home and Car Loans, and many other products and initiatives. We’ll continue to advocate for, research, and offer green solutions.

At RACQ we are passionate about building a diverse and inclusive workplace to create better outcomes for our employees and our members. We aim for our teams to be a true reflection of our communities and are committed to inclusion particularly people of Aboriginal and Torres Strait Islander heritage, and those who may experience diversity or disability related barriers in securing employment. Applicants from these and other diverse backgrounds are encouraged to apply. If you have any support or access requirement, please advise us at the time of applying.

**What we offer you**:
At RACQ, we want you to succeed in work and life and feel supported to do good stuff daily. Whoever you are, wherever you’re from. Some of the good stuff our people have access to include:
Our employee benefits are designed to enrich your work life, your home and the community you live in, some of these include:

- Financial benefits and discounts on a range of banking, assistance and insurance products
- Give back to our communities with paid volunteer leave, payroll giving and volunteering for community events such as MotorFest.
- A range of flexible working and leave options, parental leave of 13 weeks primary carer leave, purchased leave up to 4 weeks per year, cultural observance leave, substitution of public holidays for cultural/religious reasons, personal leave for wellbeing, gender affirmation leave.
- Prioritise your wellbeing with discounts on health programs and access to wellbeing initiatives such annual flu vaccinations, corporate health insurance offer and free and confidential Employee Assistance Program (EAP).
- Invest in your d