About the Role As a Team Manager– Member Resolutions, you willlead and support a team responsible for the effective management of member complaints and remediation activities.
You will ensure high-quality member outcomes by providing leadership, coaching and oversight so remediation actions are completed accurately, consistently and within requiredtimeframes, while adhering to internal resolution and regulatory requirements.
What Will You Be Doing?
Key responsibilities include: Lead,coachand develop a team of3-4Member Resolutions consultants.
Buildand sustain a high-performing culture through strong leadership, explicit expectations, accountability, coaching, and recognition.
Oversee complex complaint, internal disputeresolutionand remediation case management.
Support fair,accurateand consistent member outcomes through thorough investigations and impact assessments.
Monitor daily workload, quality,salesand operational performance,identifyingopportunities to improve processes and service standards.
Work with internal stakeholders to investigate issues, resolve rootcausesand support practical solutions.
Support the centralisation of complaints handling and RG277 activity within S Sound judgement,strong communicationskillsand the ability to balance member needs,



complianceobligationsand business requirements.
Experience leading,coachingor mentoring team members in a service, complaints, remediation,qualityor compliance environment.
Strong understanding of complaint handling, internal disputeresolutionand fair customer outcome principles.
Confidence managing complex, sensitive or escalated customer or member matters.
Strong written and verbal communication skills, with the ability to explain decisions clearly and empathetically.
Strong analytical thinking, attention to detail and the ability to work through ambiguity.
A collaborative style and the ability to build effective relationships with internal stakeholders.
Knowledge of ASIC RG271, ASIC RG277 or the General Insurance Code of Practice would be highly regarded.
What Can We Offer You?
For more than 115 years, RAC has been part of the WA community.
As a purpose-led member organisation, we are committed to being the driving force for a better WA.
In this role, you will lead a small team that makes a meaningful difference for members by supporting fair,timelyand high-quality outcomes.
You'llenjoy: Access to exclusive RAC member benefits – our flexible working program A strong Diversity

📌 Member Resolutions Team Manager (Western Australia)
🏢 Rac Wa
📍 Western Australia