Job Title

Base pay range A$160,000.00/yr - A$180,000.00/yr About the Opportunity WCQ is seeking an experienced and motivated Manager Customer Complaint Resolution to lead our team in delivering exceptional customer outcomes. Reporting to the Head of Claims Enablement, you will ensure complaints and escalated enquiries are managed fairly, consistently, and in line with legislative, regulatory, and ISO standards. This is a unique opportunity to make a tangible impact on peoples experiences while shaping bestpractice service in the workers compensation sector. In this role, you will: Lead and inspire a highperforming, customerfocused complaints team. Manage a comprehensive complaints management uplift initiative to refine enterprise complaint system processes and capability. Oversee the endtoend complaints and dispute resolution framework, embedding bestpractice processes and continuous improvement. Identify systemic issues through trend analysis and rootcause investigations, driving proactive solutions. Collaborate with stakeholders across Claims, Legal, and Compliance to deliver effective outcomes. Foster a culture of empathy, accountability, and high performance across your team. Implement coaching, training, and resourcing strategies to develop team capability. Provide timely reporting, insights, and recommendations to senior leadership. About You You are a dynamic and strategic leader with a proven track record in managing complaints and dispute resolution functions. With strong judgement and commercial acumen, you know how to balance customer focus with operational efficiency, ensuring highquality, compliant, and sustainable outcomes. You will bring to the role: Demonstrated experience leading teams, managing workflow, and driving innovation to deliver customer service excellence. Strong analytical skills with the ability to assess the impact of broader insurance and workers compensation regulatory changes on service delivery and business outcomes. Proven capability in exercising sound judgment in decisionmaking, risk management, and operational delivery. A collaborative and influential communication style, with excellent negotiation and stakeholder management skills. Experience in complaints and dispute resolution, with 5+ years in a leadership capacity. Tertiary qualifications in Business, Law, Risk or a related field (additional certifications in dispute resolution or compliance highly regarded). Knowledge of public sector, insurance, or workers compensation legislation (highly desirable). Experience with CRM or complaints management systems, supported by exceptional written communication skills. About Us Working in a collaborative team environment within a supportive and engaged organisation, youll enjoy a hybrid work model, access to personalised learning and development opportunities and the holistic support of our health and wellbeing programme. We offer industry competitive salaries, a generous superannuation scheme (including cocontribution) and study assistance. We are committed to ensuring WorkCover reflects the diversity of the Queensland community.We welcome applications from First Nations peoples, members of the LGBTQIA+SB community, people of all ages, people who are neurodivergent, people with disability, and people from culturally and linguistically diverse backgrounds.To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process.Simply inform our recruitment team during your conversation with them. Preemployment checks will be conducted on all prospective employees.This will include a Right to Work in Australia Check, Police Check, Education Check, Reference Check and where appropriate a Visa Check.The information provided will be treated as confidential in accordance with the Information Privacy Act 2009 (Qld). Please Note: WorkCover does not accept unsolicited resumes from agencies and will not be liable for related fees.All recruitment is managed internally.Agencies must not represent or promote WorkCover roles without prior written authorisation. Seniority level MidSenior level Employment type Fulltime Job function Management and Customer Service Industries Insurance #J-18808-Ljbffr