Escalations and Complaints Team Leader

1 day ago

Melbourne, Victoria, Australia Plan Partners Full time

Plan Tracker and Plan Partners are Plan Management and Support Coordination providers supporting NDIS participants around the country. As part of McMillan Shakespeare Group, we have delivered these services to people living with a disability since October 2016 and since then we have rapidly grown to become one of Australia's leading experts in NDIS Plan Management and Support Coordination

We're seeking an experienced Escalations & Complaints Team Leader who is skilled in handling high-pressure, high-complexity situations with professionalism and care. This is a critical leadership role, suited to someone who understands the nuances of complaints management and can guide a team to deliver outcomes that are timely, compliant, and customer-first.

What You'll Do

  • Lead a specialist team managing escalations and complaints
  • Provide expert coaching to build capability in conflict resolution and case management
  • Ensure timely resolution while maintaining compliance and fairness
  • Analyse complaint trends to identify systemic issues and drive preventative solutions
  • Partner with leaders across the business to improve customer outcomes and reduce future escalations

What You'll Bring

  • Minimum 2+ years' leadership experience in a contact centre (essential)
  • Proven expertise in escalations, complaints, or dispute resolution (essential)
  • Exceptional communication, negotiation, and influencing skills
  • Ability to remain calm and decisive under pressure
  • Strong stakeholder management and problem-solving skills

What we can offer you:

  • Novated leasing benefits and discounts
  • 12 weeks paid parental leave and access to our Parents Portal
  • Comprehensive learning and development opportunities to support your career growth
  • Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations
  • Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund
  • Exempt Employee Share Plan

Embracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected.

  • We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply.
  • We embrace hybrid working and welcome conversations about flexibility.

Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate.  All information provided will be treated confidentially.

We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.

If you identify as a person living with disability and require adjustments to our recruitment process, please contact us

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