Manager Customer Complaints Resolution

WorkCover Queensland is entering an exciting new chapter, with a renewed strategic focus and strong executive leadership guiding our organisation's 2030 Strategy. We're embarking on an enterprise-wide transformation that will enable us to continue making a positive difference to people's lives and keep Queenslanders working.

About the Opportunity

As part of this journey, WCQ is seeking an experienced and motivated Manager Customer Complaints Resolution to lead our team in delivering exceptional customer outcomes. Reporting to the Head of Claims Enablement, you will ensure complaints and escalated enquiries are managed fairly, consistently, and in line with legislative, regulatory, and ISO standards. This is a unique opportunity to make a tangible impact on people's experiences while shaping best-practice service in the workers' compensation sector.

In this role, you will:

• Lead and inspire a high-performing, customer-focused complaints team.
• Manage a comprehensive complaints management uplift initiative to refine enterprise complaint system processes and capability.
• Oversee the end-to-end complaints and dispute resolution framework, embedding best-practice processes and continuous improvement.
• Identify systemic issues through trend analysis and root cause investigations, driving proactive solutions.
• Collaborate with stakeholders across Claims, Legal, and Compliance to deliver effective outcomes.
• Foster a culture of empathy, accountability, and high performance across your team.
• Implement coaching, training, and resourcing strategies to develop team capability.
• Provide timely reporting, insights, and recommendations to senior leadership.

This is an exciting leadership opportunity for a complaints management professional who is passionate about customer excellence and wants to make a real difference in people's lives while shaping the future of WCQ's service delivery.

About You

You are a dynamic and strategic leader with a proven track record in managing complaints and dispute resolution functions. With strong judgement and commercial acumen, you know how to balance customer focus with operational efficiency, ensuring high-quality, compliant, and sustainable outcomes.

You will bring to the role:

• Demonstrated experience leading teams, managing workflow, and driving innovation to deliver customer service excellence.
• Strong analytical skills with the ability to assess the impact of broader insurance and workers compensation regulatory changes on service delivery and business outcomes.
• Proven capability in exercising sound judgment in decision-making, risk management, and operational delivery.
• A collaborative and influential communication style, with excellent negotiation and stakeholder management skills.
• Experience in complaints and dispute resolution, with 5+ years in a leadership capacity.
• Tertiary qualifications in Business, Law, Risk or a related field (additional certifications in dispute resolution or compliance highly regarded).
• Knowledge of public sector, insurance, or workers' compensation legislation (highly desirable).
• Experience with CRM or complaints management systems, supported by exceptional written communication skills.

You are passionate about customer fairness, continuous improvement, and creating a positive impact through effective leadership.

About Us

Working in a collaborative team environment within a supportive and engaged organisation, you'll enjoy a hybrid work model, access to personalised learning and development opportunities and the holistic support of our health and wellbeing program. We offer industry competitive salaries, a generous superannuation scheme (including co-contribution) and study assistance. You can find out more about our Employee Benefits by visiting Working at WorkCover Qld.

How do I apply?

If this sounds like you, we'd love to hear from you. Please submit your resume and application to be considered for this exciting opportunity.

We are committed to ensuring WorkCover reflects the diversity of the Queensland community. We welcome applications from First Nations peoples, members of the LGBTQIA+SB community, people of all ages, people who are neurodivergent, people with disability, and people from culturally and linguistically diverse backgrounds.

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our recruitment team during your conversation with them.

Pre-employment checks will be conducted on all prospective employees. This will include a Right to Work in Australia Check, Police Check, Education Check, Reference Check and where appropriate a Visa Check. The information provided will be treated as confidential in accordance with the Information Privacy Act 2009 (Qld).

Please Note: WorkCover does not accept unsolicited resumes from agencies and will not be liable for related fees. All recruitment is managed internally. Agencies must not represent or promote WorkCover roles without prior written authorisation.