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Apply now Job no: 638039
Work type: Max Term Full Time
Location: Sydney - Inner Suburbs & CBD
Categories: Insurance, First Line Leader, Pay Band 5

Leader, Personal Injury Complaints Resolution (Workers Compensation)

Suncorp aspires to be Australia’s leading Personal Injury Insurer. Our commitment to our people has inspired a culture where we empower them to make decisions and encourage them to succeed, by creating a supportive environment that recognises achievements 

We are seeking a leader to manger a team of Customer Relations Specialists and Senior Customer Relations Specialists who provide exceptional customer service by effectively managing the workflow for Internal Dispute Reviews (IDR) and the investigation and resolution for complaints in a fair and reasonable manner across the Workers Compensation (NSW) portfolio. 

Key Accountabilities

  • Lead, mentor and coach team members and play an integral part in their progression and ultimate success.
  • Work with the rest of the leadership team to deliver an effective complaints strategy and a trusted IDR process.
  • Manage and resolve complaints escalated to management and requiring leadership involvement both verbally and in written responses.
  • Ensure that reviews are completed in a timely manner and at quality standards.
  • Determine team goals and manage expectation with direct reports, lead and coach the team.
  • Develop skills and knowledge of direct reports by providing required training and guidance in relation to daily tasks and ongoing personal development.
  • Initiate and manage development plans for direct reports and create personal performance relevant to set targets.
  • Manage all people metrics including absenteeism, leave tolerance, turnover and identify performance and capacity.
  • Motivate, empower and engage staff to build a high performing team.
  • Monitor results and take action to promote responsibility for self-performance for all direct reports.
  • Conduct regular performance reviews and feedback sessions with direct reports to enhance individual performance and built a high performing team.
  • Recruit, reward and retain an effective, highly engaged and enabled team.
  • Ensure a high degree of team interaction and support and leverage experience and expertise within the team
  • Meet team quality audit requirements/benchmarks on consistent basis.
  • Be Part of the Customer Relations leadership team driving a consistent approach in managing complaints and IDRs. 

Person Specification


  • Undergraduate degree required, preferably Law, Business or related discipline.
  • Dispute Resolution, Negotiation or Mediation Studies is highly regarded.


  • 5-10 years’ experience in Workers Compensation or dispute resolution.
  • Demonstrated experience in leadership/management roles.
  • Previous experience working in a dispute resolution management role is beneficial.

Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time

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