Escalated Management / Internal Dispute Officer

RACQ is one of Queensland’s most trusted brands, proudly serving members and communities for over a century. From roadside assistance to insurance, banking, and advocacy, they're here to make life better for Queenslanders.

RACQ are currently seeking an experienced and senior Escalated Management / IDR (Complaints) Officer to join their team. This role will focus on managing complex and escalated member complaints in a professional and efficient manner, centred around property claims. The successful candidate will be responsible for resolving complaints, ensuring customer satisfaction, and maintaining high standards of service excellence.
 
What's in it for you:

• Immediate start date
• Competitive salary of $75,000 - $95,000 depending on experience
• Comprehensive 8 week training program (in office, 8am - 4pm, Monday - Friday)
• 6 month fixed term contract
• Great location in Eight Mile Plains
• Hybrid working once signed off on the role 
• Free parking on-site 
• Assess to their our in-house Employee Assistance Program (EAP)
• Café located onsite
• Opportunities to progress and transition to different areas of the business

About you:

• Proven experience in property claims management is a MUST.
• Proven experience in managing escalated complaints or customer service issues, preferably in a similar role.
• Insurance experience is essential.
• Strong communication skills, with the ability to handle sensitive and complex situations effectively.
• Excellent problem-solving abilities and a solutions-focused approach.
• Ability to remain calm under pressure and ensure that issues are resolved to the satisfaction of the member.
• Strong attention to detail and the ability to document and track complaints accurately.
• Experience working with internal teams to implement improvements based on complaint trends and feedback.
• A commitment to delivering high levels of service and enhancing customer experience.

• Handle and resolve escalated member complaints with a high level of professionalism and empathy.
• Investigate and analyse complex complaints, gathering necessary information to reach fair and effective resolutions.
• Communicate directly with members, understanding their concerns and providing timely updates on the resolution process.
• Collaborate with internal teams and departments to address the root causes of complaints and implement process improvements.
• Ensure all complaints are accurately documented, tracked, and reported according to RACQ's internal policies and compliance standards.

What’s Next:

If you are ready to embark on a meaningful journey and be part of a team that makes a difference, Talentpath wants to connect with you. To express your interest and learn more about this exciting opportunity, contact us today. Apply now and be a part of something bigger with Talentpath.

Hannah O’Rourke – Recruitment Partner
********@talentpath.com.au
0461 369 ***