Sydney CBD

• Resolve complaints and negotiate informal solutions with those we serve, service providers and stakeholders and work internally to prevent escalation of issues
• 35 hour working week, flex leave and 17.5% annual leave loading
• Permanent role (Sydney CBD, hybrid 3 days a week in office), salary from $125,693 + super

About the Role

The purpose of this role is to resolve issues, including complaints and disputes, raised by those we serve and our stakeholders in a fair, empathetic and person-centred way, and build the capability of icare staff to do the same. At the same time contributing to continuous scheme improvement and ensuring the needs of those we serve are met through the provision of advice about person-centred service delivery, the application of legislation, training, internal quality assurance, research, and service development projects.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• 17.5% annual leave loading
• Comprehensive learning and development support aligned to icare’s Core Capabilities.
• Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
• Access to our Employee Assistance Program

Duties

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

• Investigate and resolve complaints from those we serve, service providers, stakeholders, and the general public in relation to the Schemes.
• Provide coaching, training and support for frontline teams with their complaint handling.
• Develop and maintain influential and collaborative working relationships with internal staff and external stakeholders, to negotiate solutions, resolve issues informally and prevent formal disputes.
• Participate in developing policies, procedures, guidelines and training relating on complaints and disputes in the Schemes, ensuring that the processes are accessible to those we serve.
• Review frontline decisions and assess the needs of those we serve against relevant legislation to deliver fair outcomes to those we serve.

Skills & Experience

• Strong experience in complaint or dispute resolution combined with experience in the analysis of issues and application of policies, guidelines and procedures to assess either injured persons or general insurance claims
• A background in disability, health or management of severe injuries or a background working in Homer Building Compensation Fund or General Insurance Schemes is highly regarded

Culture

We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply. We are committed to our people’s development so the people of NSW can thrive.

About the Company

Our purpose is to care for the people of New South Wales, building confidence and trust so our communities can thrive. As NSW’s agency of insurance and care, in the past year we insured 338,000 businesses, covering four million workers and supporting 92,000 workers with injuries. We cared for over 1,800 people severely injured on our roads and supported more than 5,450 impacted by a dust disease. We helped 775 homeowners, insuring $20.9 billion in residential projects, and continue to protect $436 billion in NSW Government assets including iconic landmarks the Sydney Harbour Bridge and Opera House. icare continues to refine and transform how we deliver services to improve experiences for those we serve.

• For more information about icare visit our website
• icare operates a direct sourcing model so no agency introductions will be accepted
• We are a Circle Back Initiative Employer – we commit to respond to every applicant
• A talent pool may be created through this recruitment process.

If you are an employee of icare please apply via Hugo to submit your application. We want to support you with the next step in your career.

Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.