Team Leader Home Complaints & High Care (95202)

To lead a team of dedicated, Complaints and High Care consultants in Home Claims to improve our customers’ experience by leading the continuous improvement of complaints handling, performance and support our vulnerable customers driving business alignment to the A&G complaints management framework.

You will be responsible for managing, coaching and developing a the team to high performance with high integrity. You will be responsible for managing workload prioritisation ensuring deadlines are met in a timely and accurate manner. You will coach, manage and develop the consultants in all aspects of the role, ensuring internal and regulatory and code performance targets are met and that all decisioning is fair, consistent and communicated in plain language.

You will use your high technical subject matter expertise to coach team members in decision making and in review and recommendation of changes to key letters and communications to customers,

You will support the Home Claims Operational Manger in developing and maintaining productive and collaborative relationships with internal and external Senior stakeholders and identifying continuous improvement opportunities off the back of root cause of complaints and systemic issues. You will positively contribute to building and maintaining the desired culture within the team.

• Strong and proven ability to lead and develop people.
• Ability to coach and develop people through change.
• Strong working knowledge of internal & external dispute resolution legislation for finance and insurance, and a strong working knowledge of Insurance Contract Act, Corporation Act and General Insurance.
• Experience in a Dispute Resolution, Legal, Claims, Product or Underwriting role within a general insurance environment or similar highly regulated environment.
• Ability to demonstrate initiative, exercise fair and impartial judgment along with excellent time management skills.
• High degree of empathy and experience in resolving difficult and complex customer complaints.
• Strong ability to influence senior stakeholders; highly collaborative.
• Excellent verbal and written communication skills, including strong negotiation skills.
• Self-confidence and assertiveness to have tough conversations and when required, deliver difficult messages constructively and in a manner that fosters positive ongoing relationships.
• Impeccable attention to detail and ability to make decisions within challenging circumstances.
• Well-developed critical judgement and analytical skills to underpin decision-making.
• Proven ability to manage variations in workload through identification of priorities.
• Highly resilient, adaptable and professional individual.

• Develop coach and motivate a team of Complaints and High Care Consultants in order to meet agreed objectives
• Lead and monitor the team to execute a high standard of service and process adherence
• Monitor and support the management of a portfolio of claims complaints including:
  • Workload prioritisation and allocation
  • Claim review and authorisation
  • Technical product, process and system and compliance support
  • Performance and progress reporting
• Contribute to the development and implementation of strategic and operational activities that will continually improve Claims performance
• Provide detailed input into ongoing process and system development
• Ensure application of fairness principles in every interaction and coach consultants in use of fairness / customer experience principles in decision making and in written communication;
• Regular review of end to end cases to ensure quality standards are adhered to;
• Review written responses of Complaints team and provide recommendations for improvement to ensure decisions and responses are technically accurate and have taken into consideration customer experience / fairness principles;
• Identify and make recommendations to relevant areas regarding any opportunities identified for system, process, product, sales or service improvements;
• Provide input into staffing requirements and recruitment

Expected outcomes of the role include:

• Improved complaints management performance across Home Claims
• Exceptional levels of service delivery for each and every Customer
• High and sustainable standards of quality results
• Highly engaged, capable and professional team aligned to the company values
• Highly effective working relationships with internal and external key stakeholders