Job Title

Customer Experience Manager - High Care & ComplaintsA newly created opportunity is available for a Customer Experience Manager to lead and elevate the performance of our High Care and Complaints function.This specialist team plays a critical role in supporting customers facing vulnerability including older Australians, individuals with special needs, domestic violence survivors, and those experiencing hardship. Youll bring a strategic approach to supporting these customers using data, insight, and empathy to improve care journeys and compliance.What youll be doing:Lead three specialist teams with six direct reports eachRevamp complaints handling for vulnerable customers with tailored end-to-end processesImplement technology-driven solutions (e.g., bots, decision engines, data insights) to identify and support at-risk customers proactivelyCollaborate across departments to resolve systemic issues and address root causesEngage directly with executive leadership, the CEOs office, and sensitive complaint channelsEnhance compliance systems while improving customer experience across assessment, repair, claim, and complaint processesMaintain risk awareness to ensure changes are compliant and sustainableWhat were looking for:Leadership experience in complaints, service recovery, or vulnerable customer careInsurance or claims management experience is preferredStrong systems thinking and root cause analysis skillsExecutive presence and stakeholder engagement skillsPassion for service transformation and supporting vulnerable communitiesRisk-aware mindset with the ability to challenge norms and ensure complianceAgile, responsive to evolving customer, legal, and media pressuresExperience in insurance industry and frontline claims handling is a plusExcellent written communication and storytelling skills to influence senior audiencesResilient, values-driven leadership with emotional intelligence and a transformational approachWhy join us?Shape how we care for vulnerable Australians and influence senior stakeholdersWork within a collaborative, values-led leadership team committed to impactOpportunities for career growth in a customer-focused, compliant organizationClient PerksExtra leave: paid ME day, volunteer leave, and options to purchase additional leavePaid parental leave and family benefitsWorkplace giving with donation matchingDevelopment programs and online coursesDiscounts on insurance productsRecognition and incentive schemesEmployee Assistance Program (EAP) for counsellingFlexible working arrangements for work/life balanceSocial and community activitiesThis is a genuine career opportunity. Apply now with your resume in MS Word format. For a confidential discussion, contact Nicki at nicki@hinchen.com.au.Hinchen Recruitment Group is committed to respectful, transparent, and confidential service. We acknowledge the Traditional Owners of country throughout Australia and pay respects to Elders past and present. #J-18808-Ljbffr