Associate Director Complaint Resolution
About the job
The Associate Director Complaint Resolution job is a unique opportunity to lead the resolution of complex and sensitive matters impacting injured people across New South Wales. This role is crucial in ensuring fair, evidence-based outcomes while influencing systemic reform and customer experiences. The team thrives on collaboration, continuous improvement, and a commitment to making a meaningful difference in people's lives.
You'll be responsible for
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Leading complex complaints
Overseeing Tier 3 complaints and investigations, ensuring timely and fair outcomes aligned with legislation.⚖️
Managing high-risk matters
Handling sensitive and escalated complaints across schemes, embedding best practices in decision-making.🚀
Driving continuous improvement
Translating complaint insights into systemic and regulatory improvements across the organization.Key criteria
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Experience in complaints resolution
Demonstrated experience managing complex complaints in high-stakes environments.View
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Understanding of procedural fairness
Deep understanding of administrative decision-making and evidence-based practices.View
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Leadership in high-risk settings
Proven leadership experience in sensitive and escalated matters across schemes.View
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