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, clear 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&MS; to improve effectiveness and regulatory alignment.
- Champion compliance with internal guidelines, ASIC RG271, ASIC RG277 and applicableindustry codes.

WhatWe'reLooking For

As a member-based organisation,we are looking for a leader who iscalmandconfident and can support others through complex or sensitive matters.

You will bring;

- Sound judgement,solid 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 & Inclusion strategy
- Generous insurance discounts and free roadsideassistance
- In-house health and wellness programs
- Competitive salary + super, with theoptiontopurchaseadditionalleave
- A vibrant Social Club with over 900 members

Applications close: COB 5pm Friday 11th September 2026

RAC reserves the right to close this vacancy early.

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📌 Member Resolutions Team Manager (City of Joondalup)
🏢 Rac Wa
📍 City of Joondalup