Job Description
About the RoleAs a Team Manager – Member Resolutions, you will lead 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 required timeframes, while adhering to internal resolution and regulatory requirements.
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What Will You Be Doing?
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Key responsibilities include:
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Lead, coach and develop a team of 3-4 Member Resolutions consultants.
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Build and sustain a high-performing culture through strong leadership, clear expectations, accountability, coaching, and recognition.
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Oversee complex complaint, internal dispute resolution and remediation case management.
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Support fair, accurate and consistent member outcomes through thorough investigations and impact assessments.
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Monitor daily workload, quality, sales and operational performance, identifying opportunities to improve processes and service standards.
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Work with internal stakeholders to investigate issues, resolve root causes and support practical solutions.
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Support the centralisation of complaints handling and RG277 activity within S&MS; to improve effectiveness and regulatory alignment.
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Champion compliance with internal guidelines, ASIC RG271, ASIC RG277 and applicable industry codes.
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What We're Looking ForAs a member-based organisation, we are looking for a leader who is calm and confident and can support others through complex or sensitive matters.
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You will bring;Sound judgement, strong communication skills and the ability to balance member needs, compliance obligations and business requirements.
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Experience leading,



coaching or mentoring team members in a service, complaints, remediation, quality or compliance environment. Robust understanding of complaint handling, internal dispute resolution and fair customer outcome principles.
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Confidence managing complex, sensitive or escalated customer or member matters.
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Strong written and verbal communication skills, with the ability to explain decisions clearly and empathetically.
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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.
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Knowledge of ASIC RG271, ASIC RG277 or the General Insurance Code of Practice would be highly regarded.
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What Can We Offer You?
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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, timely and high-quality outcomes.
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You'll enjoy: Access to exclusive RAC member benefitsFlex@RAC – our flexible working programA strong Diversity & Inclusion strategyGenerous insurance discounts and free roadside assistanceIn-house health and wellness programsCompetitive salary + super, with the option to purchase additional leaveA vibrant Social Club with over 900 membersIf you are ready to lead a small team delivering fair, member-centred outcomes, we would love to hear from you. with your resume and a brief cover letter outlining your relevant leadership and complaints, remediation or service experience.
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Applications close: COB 5pm Friday 11th September ****RAC reserves the right to close this vacancy early.#BetterJourneysRAC

📌 Member Resolutions Team Manager (Western Australia)
🏢 Royal Automobile Club of WA
📍 Western Australia