Manager, Customer Advocate Office

3 days ago

Sydney, New South Wales, Australia Nsw Government -Icare Full time

Bring analytical mindset and people skills to the Customer Advocate at icare
- Permanent, **PART- TIME (3-4 days)**, Sydney CBD location
- Hybrid working environment, offering attractive salary (pro rated)

**About the Role**

Support the activities of the Customer Advocate Office to enable the Customer Advocate to help schemes deliver fair customer outcomes; provide guidance and challenge for the purpose of ensuring the fairness and integrity of icare's customer design and service delivery and to ensure that those icare serves are at the centre of decision making in accordance with the Customer Advocate Terms of Reference.

**Benefits**
- A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
- 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**

It's an exciting time at icare where no two days are the same; as a **Manager, Customer Advocate Office **you will:

- Support an enterprise approach to customer governance and oversight of the SIRA Customer Service Conduct Principles
- Support the customer governance activities of the Customer Advocate Office in accordance with the Customer Advocate Terms of Reference for the benefit of the Board, the CEO and the Group Executive Team through cross enterprise collaboration
- Undertake detailed analysis and thematic reviews of customer data to identify and assess risks, issues and improvements
- Engage directly with customers, their representatives, icare and service provider employees and other stakeholders in relation to customer complaints and other complex customer conduct issues escalated to the Customer Advocate
- Role model an enterprise customer culture and build a shared sense of direction to help facilitate better customer design
- Support the preparation of data, papers and communications content to support the activities of the Customer Advocate

**Skills & Experience**
- Relevant degree qualifications, e.g. law, business or other relevant discipline
- Extensive experience in relevant professional experience (approx. 8 years)
- Strong collaborator and experience in working within a matrix organisation
- Highly developed written, oral communication and interpersonal skills, including advisory, negotiation, influencing and problem-solving skills
- Customer advocacy, complaints management, compliance, risk management, regulatory affairs or equivalent knowledge a
- Excellent stakeholder engagement skills and working in a changing environment
- Ability to support cultural change programs

**Culture**

We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply. We are committed to our people's development so the people of NSW can thrive.

**About the Company**

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work.
- For more information about icare visit our website
- **icare operates a direct sourcing model so no agency introductions will be accepted**:

- We are a Circle Back Initiative Employer - we commit to respond to every applicant
- A talent pool may be created through this recruitment process.

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