Summary
As a Complaints Manager for Hutch, you’ll leverage our advanced technology, simple processes and excellent customer service to deliver prompt and fair resolutions to any complaints received from our brokers or clients.
The successful candidate will be a self-motivated high-energy person with excellent communication and interpersonal skills, and experience in similar roles.
Responsibilities
Reporting to the General Counsel, you’ll have responsibility for handling and resolving any complaints received from brokers or customers about our products or the service we provide, and managing a small team of Complaints Specialists. Specific responsibilities will include:
- Managing a small team of Complaints Specialists
- Acknowledgement and assessment of complaints
- Providing regular complaint updates to brokers and customers
- Providing recommendations to management and insurers on the resolution of complaints
- Complaints reporting and maintaining accurate complaint records
- Liaising with Hutch staff, and repairers and loss adjusters appointed by Hutch, to achieve prompt and fair outcomes
- Managing and resolving complaints within regulatory and insurer timeframes
- Deliver extraordinary levels of service that delight our brokers & their clients
- Dealing with any complaints raised with external regulators e.g. AFCA or the OAIC
- Preparation and lodgment of regulatory reports on complaints
- Preparation of complaints reporting for management and insurers
- Analysis and reporting of complaint trends
- Working with management, underwriters and claims specialists to provide feedback on complaint trends, and any improvements we can make.
We are a flexible employer, with the potential for flexible working post completion of probation, including the ability to work from home for up to two days a week, and have flexibility working hours.
Qualifications & Experience
You’ve been managing insurance complaints for several years, including liaising with AFCA.
You are measured and calm, empathetic with customers, and are passionate about helping them.
You dream about delivering prompt and fair outcomes to resolve complaints.
You fell into insurance after a brief but unfulfilling stint in another industry – maybe the legal profession.
You see the opportunity to transform insurance with tech and don’t want to spend another minute of your day doing pointless admin.
You want to help Hutch succeed and make its brokers, customers and insurers satisfied.
You are detail-orientated, strong at written and verbal communication, and like technical insurance work, including all the nerdy twists and turns of policies, compliance and legislation.
Is this for you?
You’re reading this ad wondering if it was written just for you.
Yes.
It was.
Come join us.
Let’s build something together.
About Hutch
Hutch is an Employee Owned Business and we welcome applicants who need flexibility in their workings lives.
Our slogan, The Clear Way To Better Cover. To achieve that, we need passionate people who want to see the impact of their work and leave a positive mark on culture.
