Resolution Lead

at  NSW icare

SYDNEY

• Join icare’s Risk and Governance Team
• Permanent Role, hybrid working environment based in Sydney
• Very competitive salary on $145,378 base plus super

ABOUT THE ROLE

Manage the fair and empathetic end-to-end resolution of complex Level 4 Escalated Complaints raised in relation to all schemes including direct customer interactions; complaint investigation; liaison with internal and external stakeholders; outcome preparation, approval, communication and implementation; and scheme feedback to enable root cause analysis and continuous improvement.
Support the Head of Resolution in the end-to-end management of the Level 4 Escalated Complaints management process and enable the development of, and advocacy for continuous improvement opportunities that enable better customer outcomes across all schemes.

DUTIES

It’s an exciting time at icare where no two days are the same; as a Resolution Lead, you will:

• Use expert specialist knowledge to deliver fair, empathetic, accurate, timely and efficient end-to-end resolution of Level 4 Escalated Complaints across all schemes ensuring legislative and regulatory compliance within required timeframes, and in accordance with the icare Complaints Policy and Guidelines.
• Manage direct engagement with customers, their representatives, icare and CSP staff and external stakeholders including Ministerial Offices, regulators and other government agencies in relation to the resolution of complex Level 4 Escalated Complaints.
• Undertake detailed investigations and analysis of complex issues and circumstances in relation to Level 4 Escalated Complaints and Level 5 Customer Advocate Reviews, including liaison with internal and external stakeholders, examination of documentary evidence, consideration of legal, regulatory and relevant administrative and privacy law requirements and applying concepts of conduct and fairness.
• Make recommendations to the Head of Resolution and the Customer Advocate for the fair resolution of Level 4 Escalated Complaints and Level 5 Customer Advocate Reviews to enable them to exercise their administrative decision-making delegation in accordance with the icare Delegations Policy and Instrument.
• Communicate outcomes and decisions to customers and stakeholders which are appropriate for the audience (including verbally and in writing), with a focus on empathetic, trauma-informed communication practices and work with schemes to monitor the implementation of resolution outcomes.
• Undertake analysis of Level 4 Escalated Complaints and Level 5 Customer Advocate Reviews to identify significant and/or systemic trends or problems, including potential Incidents and Issues, and provide sufficient information to support schemes to appropriately resolve identified trends or problems to deliver better customer outcomes.
• Prepare high quality written reports, briefs, correspondence, and documents to inform or respond to management requests, inform decision-making and enable appropriate governance and oversight of Level 4 Escalated Complaints handling.
• Maintain accurate and timely records of customer and stakeholder interactions; handle confidential and sensitive customer information appropriately and contribute to maintaining effective quality and risk controls and the effective and efficient operation of the Level 4 Escalated Complaints Management process and the Customer Advocate business line.
• Undertake, as needed, other work performed by the Customer Advocate business line.