Why work with Assurant?
Assurant redefines the boundaries of protection - safeguarding and servicing connected devices, homes, automobiles, and commercial equipment in partnership with the world's most successful brands.When you join Assurant, you will be part of a community that cares.
A diverse and supportive team culture will see you challenge yourself and motivate you to think out of the box.With more than 100 years' industry expertise, we are trusted by over 300 million consumers worldwide.
We support global businesses that are advancing the connected world for their customers, making technology more accessible and eco-friendly.Some of the benefits you'll get working at Assurant include:International and Local mentoring programsTwo recharge days, and a cultural day annually to support work/life balance and celebrating what's important to youDiscounted Employee Share Purchase ProgramDiversity panels and employee resource groups10 weeks company paid parental leave including superannuation contributions while on unpaid leaveDevelopment programs and support for higher educationNovated vehicle leasingVolunteering leave to give back to the communities we serveHybrid work modelWhat's the role about?
Based in our Hawthorn East office, the Complaints Team Leader is responsible for leading the complaints function by managing complex disputes and exercising final IDR decision-making authority.
By providing leadership, coaching, and development to a team of Complaints Officers,



the Complaints Team Leader is to ensure compliance with set service level and regulatory requirements (ASIC RG271, AFCA guidelines) and delivering fair, timely, and customer-focused outcomes.As a key point of contact for external clients on escalated claims, this role will be responsible for ensuring clear communication and resolution on these claims in a timely manner.Some of the day-to-day responsibilities include:Oversee complex and escalated complaints through to resolution.Make final decisions on IDR cases in line with regulatory and internal standards.Ensure compliance with RG 271, AFCA guidelines, Privacy Act, and internal policies.Monitor complaint trends for systemic improvements, identifying and implementing data driven process improvements.Collaborate with internal and external teams to resolve systemic issues and/or escalated complaints.Prepare reports on complaint volumes, trends, and root causes for senior management.Contribute to policy reviews, training and quality assurance initiatives.Achieve the required standards of performance against all relevant SLAs and KPIs.Lead, coach, develop and motivate team of complaints officers.Allocate workloads, monitor performance, and conduct regular reviews.Does this sound like you?




Minimum 3 years experience in complex complaints handling, IDR, customer resolutions or similar rolesInsurance, financial services or similar regulated industry experience is advantageousRG 271 and AFCA exposure is highly desirableProven client relationship management skillsProficiency in the use of Microsoft applications (Word and Excel) and CRMsProven leadership and people management skillsAnalytical and practical skills; applying theoretical or practical knowledge to recent situations and problemsStrong decision making and problem-solving skillsHigh level of dispute resolution skillsDemonstrates ability to work effectively in a team environmentExcellent communication, negotiation, and conflict resolution abilitiesAt Assurant, we celebrate the differences that make us who we are.
By assembling extraordinary teams from a variety of races, religions,sexualorientations,gender identities,ages,experiences,and abilities, we're able to better reflect the global communities where we live and work.By working to remove barriers, we ensure equity for everyone.The pursuit of inclusion rests with each of us.
Because it's only by listening toand representing the unique voices of every individual that we can innovate for all.If you need a reasonable accommodation or adjustment at any stage of the hiring process, please contact us.
We are committed to ensuring an accessible and equitable experience for all candidates.For further information about Assurant, please visit our website at
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📌 Complaints Team Leader (Melbourne)
🏢 Assurant
📍 Melbourne