Manager, Customer Resolution

**Manager, Customer Resolution**

**Summary**:Leading, coaching & developing a team of complaint, conflict & dispute resolution specialists, ensuring customers receive a timely and effective response to their workers compensation claims complaints**

**Sydney CBD**
- Permanent Opportunity with icare in Sydney CBD
- Offering Competitive Salary Offering
- Hybrid working environment |Location: Kent Street

**About the Role**

The role is responsible for leading, coaching and developing a team of complaint, conflict and dispute resolution specialists, ensuring customers receive a timely and effective response to their workers compensation claims complaints (complaints), achieving high rates of satisfaction, tracking and analysing complaints and improving performance. The Customer Resolution Manager will also handle escalated workers compensation claims complaints and disputes which will involve direct contact/communication with customers and other stakeholders.

**Benefits**
- A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
- 17.5% annual leave loading
- icare day - access to an extra day’s leave
- Comprehensive learning and development support aligned to icare’s Core Capabilities.
- Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
- Access to our Employee Assistance Program

**Duties**
- Provide high quality specialist services to achieve positive customer outcomes.
- Manage the end-to-end complaint resolution process including:

- Ensuring that all timeframes, targets and regulatory and statutory obligations are met.
- Driving and ensuring positive, courteous and professional service when interacting with customers and internal and external stakeholders.
- Driving and ensuring that probing questions are asked to gain an understanding of any errors that may have occurred and to resolve conflicting information.
- Engaging with, consulting and managing communications with our service providers/Scheme Agents and other impacted internal and external stakeholders.
- Gathering data from internal and external systems.
- Ensuring complaints are documented clearly and concisely in the relevant systems and are factually based.
- Ensuring that all regulatory and statutory obligations are met,
- Analysing complaints to determine validity, risk, cause and the appropriate course of action.
- Providing feedback to management regarding underperformance and opportunities to continuously improve the complaints management process.
- Leading and facilitating education on emerging, significant or systemic trends on complaints and disputes.
- Prepare and deliver appropriate responses to escalated complaints received directly from customers or through internal and external stakeholders.
- Ensure senior managers are briefed where appropriate.
- Escalate to senior managers in a timely manner any issues of concern.
- Ensure that there is adequate staffing to meet the current and projected workload.
- Coach, mentor and develop staff, including overseeing new employee recruitment, on boarding, and retention of high performing specialists.
- Empower employees to take responsibility for their jobs and goals through goal setting, feedback and performance development planning.
- Provide effective performance feedback through regular formal quality assurance activities and one on ones.

**Skills & Experience**
- Admission as a legal practitioner to the Supreme Court of NSW with an unrestricted practicing certificate.
- Significant experience with conflict, complaint and/or dispute resolution and understanding of policies and applicable laws.
- Comprehensive understanding of workers insurance legislation combined with a solid working understanding the operations of the NSW workers insurance scheme.
- Strong organisational/time management skills and able to work effectively in a fast-paced environment.
- Extensive experience in alternative dispute resolution/litigation on insurance related matters.
- Comprehensive understanding of workers compensation legislation combined with a solid working understanding of New South Wales workers compensation scheme.
- Previous private practice or government practice experience.
- Pre-Employment Checks
- Demonstrated problem solving and analysis skills, combined with effective judgment and communication skills.
- Excellent communication (written and verbal) and interpersonal skills with the ability to negotiate and influence a range of senior stakeholders.
- Successful track record working within a cross-functional team, and across multiple stakeholders and geographies, to deliver outcomes.
- Shows resilience, drive and commitment with the ability to work effectively in a constantly changing and pressured team environment.
- Passionate about providing quality service and outcomes to our customers with a focus on empathy.

**Culture**

We know our strength comes from the diversity of our people and wou