Technology Position for Evergreen Recruitment

Brief Description
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.
• Operational Transformation & Vulnerable Customer Care: Overhaul business-as-usual (BAU) claims handling and management of vulnerable customers, creating differentiated, tailored, and empathetic end-to-end processes. Oversee the day-to-day operations of the High Care and Complaints functions, ensuring efficient workflow, adherence to service level agreements (SLAs), and consistent application of policies and procedures.
• 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.
• Compliance & Quality Assurance: Build and mature compliance systems while uplifting customer experience across all relevant journeys. Implement quality assurance frameworks for customer interactions within the teams, ensuring adherence to regulatory obligations, industry codes of practice, and internal policies. Apply strong risk awareness to ensure proposed changes remain compliant and sustainable.
• 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 office - a convenient location close to local retail, restaurants and other amenities.
• Extra leave - Enjoy additional leave days on us You'll receive a paid 'ME' day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
• Paid parental leave - We support our new parents with paid parental leave and other benefits.
• Workplace giving - If you're passionate about a cause, then we are too – we offer workplace giving and we'll dollar match your donations to registered charities.
• Development opportunities - We're championing your development with internal programs and access to a wide range of online courses.
• Employee discounts - You'll receive discounts on Budget Direct insurance products.
• Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes.
• Onsite facilities - There's excellent end-of-trip facilities on offer and private spaces for nursing mothers.
• Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.
• Save money - as well as discounts on insurance products, we've teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.

About Us
Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance.

We're excited about the future and we're always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer If this sounds like you, apply today.

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

• A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.