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Manager Member Complaints

3 months ago

Mile End, Australia RAA Full time
  • Exciting opportunity to join SA’s iconic RAA Insurance 
  • Full-time permanent position based at Mile End
  • Join a tight-knit team with a fun, inclusive and supportive culture

As one of the state’s largest and most iconic organisations, we’re proud to make things better for members and better for our community. Due to internal movement this exciting opportunity will see you Manage the Member Response Complaints team to manage escalations and complaints received by RAA Insurance Claims in alignment with internal Complaints Management Policy and Procedure, legislation, codes, and Insurance Claims guidelines. In addition, you will:

  • Provide a clear direction, purpose and context for your team’s work, setting clear performance targets and behavioural expectations with agreed deliverables and timeframes for each team member.
  • Review, decide or make recommendations on escalated matters from the team and provide subject matter expertise in decision making forums as required.
  • Maintain effective operational relationships with internal and external partners, including but not limited to Member Governance, Group Governance & Risk and Group Legal.
  • Use knowledge and experience to make sound customer service and commercial decisions that achieve acceptable outcomes for the Member and for RAA
  • Support team in managing all complex and sensitive interactions, including but not limited to family violence, financial hardship and vulnerability, in accordance with organisational standards
  • Use and maintain knowledge of regulatory and legislative requirements, policy guidelines and industry trends to provide quality coaching, guidance and advice
  • Identify systemic issues and improvement opportunities to streamline or enhance complaint management and actions to improve processes and uplift the overall complaints experience and our members experience.
  • Plus much more.

About you  

You are a confident and passionate self-motivated individual who enjoys working in a high performing culture. You’re passionate about helping our community (and members) and want to make a difference.

For this role, we’re also looking for:

  • Minimum of 5 years’ experience in a complaint management role
  • Extensive knowledge of insurance claims, processes and guidelines, cost management and operational management practices
  • Working knowledge of the General Insurance Code of Practice, The Australian Privacy Principles, AFCA Dispute resolution process, Insurance Contracts Act and other relevant Acts, along with legislative requirements arising from the relevant acts
  • Experience in managing teams within agreed performance targets and budgets
  • Ability to establish and maintain relationships with a wide variety of key stakeholders
  • Outstanding attention to detail along with excellent verbal and written communication skills
  • Be an innovative thinker with the ability to multi-task and manage competing priorities

About us

As one of the South Australia’s largest and most iconic organisations, we’re proud to deliver our trusted range of motor, home, and travel services to more than 820,000 members. 

In our vision to make life better for members and better for our community, we’re also elevating our offering to include electric vehicle charging, Solar and Battery and more. We’ve been innovating since 1903, and we’re excited to continue to do so for the next 120 years and beyond, with exciting developments in the pipeline.

We’re also one of the state’s largest employers (and growing), with more than 1300 employees working collectively with the common goal to keep our members moving. With a range of locations from RAA Place in the CBD, Mile End, Adelaide Airport and more, our workplaces are growing too – but all still proudly SA-based.

Benefits

We love our people at RAA and believe our employees should be rewarded for being a part of the RAA family. Some of our employee benefits include:

  • Free RAA premium road service
  • Access to our Member Benefits program
  • Generous discounts on all RAA products
  • Flexible work arrangements
  • Ongoing Training & Development opportunities and a Study Support Program
  • Wellbeing facilities and Corporate Health Insurance Plan

To be part of something bigger and work for a passionate South Australian organisation with members at heart click ‘Apply’ to submit your application by: 9.00am Wednesday 11th September 2024.

You'll need to provide evidence of your eligibility to work in Australia and we'll also need you to undertake a police check before you can work with us at RAA.

We are committed to building a workplace that’s diverse and inclusive, where employees are embraced for their unique qualities and valued for their contributions. We believe a diverse and inclusive workplace brings out the best in everyone and helps us to give our members better service. That's why we encourage applications from everyone, including people living with disability, job seekers of all ages, First Nations Peoples, members of the LGBTIQA+ community and people from culturally diverse backgrounds.