Offer summary

Qualifications:

Proven leadership experience in claims, member services, or resolution environments., Strong communication and interpersonal skills for managing sensitive issues., Experience with complaint resolution systems and regulatory frameworks is advantageous., Certificate IV in General Insurance and/or Diploma of Leadership and Management are highly desirable..

Key responsibilities:

Lead and support a team managing escalated member enquiries and issues.

Oversee investigation and resolution of member complaints using appropriate tools.

Ensure all resolutions comply with policies, procedures, and regulations.

Analyze data to identify trends and collaborate with stakeholders to improve service.

Job description

With over 1.3 million members RAC is one of WA’s most iconic and trusted brands. We are a purpose-led member organisation striving to create greater value for our members and deliver on our purpose to be “The driving force for a better WA.”

The Insurance Claims Division is seeking an experienced and empathetic Team Leader to oversee our Member Resolutions team

As Team Leader, you will lead a team of Member Resolution Specialists responsible for resolving complex member matters, identifying service trends, and contributing to continuous improvement initiatives. Your leadership will ensure the team delivers empathetic, compliant, and effective resolutions while supporting broader business goals.

What will you be doing?

Lead, coach, and support a team of specialists managing escalated member enquiries and service issues.
Oversee the triage, investigation, and resolution of member issues using tools such as Complaints Pro and AFCA case management.
Ensure all matters are handled in line with RAC Insurance policies, procedures, and regulatory requirements.
Promote a culture of empathy, professionalism, and accountability in all member interactions.
Analyse resolution data to identify trends, root causes, and opportunities for operational improvement.
Collaborate with internal stakeholders including Legal, Compliance, Learning & Development, and Claims Management to drive service excellence.
Provide regular reporting and insights to senior leadership to inform business decisions and enhance member satisfaction.
Support the development of team capability through coaching, feedback, and targeted training initiatives.

What are we looking for?

Proven experience in leading teams within claims, member services, or resolution environments.
Experience with complaint resolution systems, regulatory frameworks, and external dispute resolution bodies (e.g. AFCA) is advantageous.
Strong communication and interpersonal skills, with the ability to manage sensitive and escalated issues.
Demonstrated ability to coach, mentor, and develop high-performing teams.
Analytical mindset with the ability to interpret data and identify trends.
Resilient, empathetic, and tactful in challenging situations.
Certificate IV in General Insurance and/or Diploma of Leadership and Management (highly desirable).

What can we offer you?

A workplace culture where our people feel valued, respected and empowered
Work in flexible ways that meet work/life commitments and support wellbeing
Be part of a purpose led organisation that gives back to the WA community
An environment that values ongoing career development
Free Roadside Assistance and discounts on RAC products and services including Holiday Parks and Resorts, Security, Finance, Auto Services and Insurance
Opportunities for community engagement and corporate volunteering

Apply online – send us your CV showcasing what you can bring to the team.

Applications Close COB Monday 30th June 2025

We encourage you to apply as soon as possible, as RAC reserves the right to close this vacancy without notice.

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