Customer Management Leader
Customer Management Leader
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Job Description
Customer Management Leader
Job No: 676619
Sydney - Inner Suburbs & CBD Brisbane - Inner Suburbs & CBD Melbourne - Inner Suburbs & CBD
Permanent Full Time
Insurance
Pay Band 5
- Lead a team to reduce complaints and improve motor claims experiences through support and insights
- Melbourne Sydney Brisbane location
About the role
As a Customer Management Leader youll lead a team focused on proactively identifying and managing motor claims that need extra customer support to help prevent complaints. Using reporting and insights youll drive complaint reduction improve customer outcomes and provide feedback to the broader Customer Management and Experience team. Your leadership will champion customer advocacy strengthen cross-functional collaboration and support.
What youll do
- Lead a high-performing and customer-focused team fostering a supportive work environment
- Promote outreach and early intervention to improve the customer experience and reduce complaints
- Build strong relationships with internal departments and key motor claims stakeholders to drive effective problem-solving
- Take ownership of customer journeys and ensure consistent transparent communication
- Manage team performance and expenses within budget driving efficiency and minimising duplication
- Ensure compliance with relevant industry legislation and maintain a portfolio that keeps claims on track with a clear customer contact point
What youll bring
- 4 years leadership experience within Insurance/Financial Services
- Experience in leading large teams in a highly competitive environment
- Knowledge of Motor claims customer journeys preferred
- Extensive knowledge of insurance principles codes and relevant legislation including the Insurance Code of Practice Privacy Act and ASIC guidelines
- Good knowledge of external Industry bodies and stakeholders
If you require any support and adjustments to participate equitably in our recruitment process or in the workplace we encourage you to contact for a confidential conversation.
Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time
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