Senior Team Leader Complaint Resolution
Core
Lead a high-performing team delivering complex complaint resolution services for workers' compensation and CTP schemes, ensuring fair, evidence-based outcomes for injured people.
Role type
Senior Team Leader (Complaint Resolution)
Builds
Level 2 and Level 3 complaint resolution services
Domain
Public sector / Workers' compensation and CTP schemes
Deliverable
client delivery
Required skills
People leadership, complaints handling, investigations, dispute resolution, administrative law, procedural fairness, evidence-based decision-making, stakeholder engagement, data analysis
Preferred skills
Workers' compensation and/or CTP schemes experience
Responsibilities
Lead and develop a team of complaint resolution specialists, provide expert direction on complex and high-risk matters, oversee quality complaint handling, deliver authoritative advice to executives, identify systemic issues using data, engage with government and regulatory stakeholders
Seniority
Senior, hands-on IC with team leadership