Customer Resolutions Manager

About Avant

Avant is Australia’s largest medical defence organisation. With an objective to be the business and career partner of its members, Avant provides:

• Medico-legal protection and risk management advisory services.
• Support, advice and legal representation in the event of a claim or complaint.
• Health insurance products.
• Education, research and training programs.
• Various other insurance products spanning cover of medical practices, income, life, disability and travel.
• Advocacy representation for its members collectively where it can make a difference.

Avant has over 80,000 members, annual premiums of $280m, 800 staff and net assets of over $1billion. Avant is a member owned organisation. Its core objective is to support, protect and defend its members.

About the Role 

The role of the Customer Resolutions Manager is to drive adherence to Avant Group Complaints policies and procedures and ensure compliance with relevant regulatory guides (eg: RG271). 
The role has wide stakeholder engagement across the business to ensure best practice standards for complaints handling and provide reporting and insights to the leadership team. 
Lastly, by no means least, this role has a responsibility to champion member challenges with either people, process or systems through complaints and ensure improvements in our member experience as a result. 

This role will act as the Medical Indemnity (MI) ‘Complaints Officer’ working with other divisional Complaints officers, the Group Complaints Officer and the Medical Indemnity Leadership Team.

Key Responsibilities:

1. Compliance

• Manage MI’s adherence to Avant’s Group Complaints Management Policy and ensure compliance with relevant regulatory guidance (eg: ASIC Regulatory Guide 271 on Internal Dispute Resolution) 
• Complete the biannual ASIC IDR data reporting obligations 
• Work closely with the Group Complaints Officer to ensure AIL is meeting its compliance obligations
• Maintain and monitor the Medical Indemnity complaints management system (CHaRM)

2. Reporting and Insights

• Prepare monthly reporting on complaints to the business leaders, and contribute to Board reports
• Proactively identify systemic causes of dissatisfaction and contribute to developing appropriate solutions (people, process or systems) to reduce future complaints 
• Conduct deep dive analysis into key areas of concern
• Oversee the monthly Complaints QA and identify opportunities to improve processes
• Monitor IDR and AFCA decisions and trends so that we can better manage upstream business decisions and processes

3. Internal stakeholders

• Ensure employees understand the dispute resolution process, including providing appropriate materials and advice to support frontline leaders (for them to support teams)
• Engage the complaints management community of practice to share learnings, opportunities for improvement and build customer experience capability across the business
• Provide training and support to the frontline leaders to respond to complaints timely and accurately 

4. Complex Complaint Management

• Co-ordinate and lead the investigation and remediation of complex and escalated complaints within Medical Indemnity and respond to members.
• Support the Group Complaints Officer with the preparation and management of Internal Dispute Resolution (IDR) matters as required.

 
Key Skills required to perform the role

• Strong customer service and resolution skills and the ability to deal with difficult customers
• Good awareness of customer experience principles and industry standards
• Ability to solve complex problems (eg: escalated complaints) in a logical and pragmatic manner
• Working knowledge of Australian standards and regulatory guides on complaints handling (for example RG271)
• Strong understanding of breach management and escalation processes, 
• Excellent interpersonal, communication and influencing skills 
• Strong report writing skills and ability to translate data into meaningful reports and insights
• Knowledge of general insurance operations, and in particular Medical Indemnity processes will be beneficial

Why work at Avant?

• At Avant, our people are the centre of everything we do for our members. We offer a range of benefits and opportunities to enable you to make a difference, learn, and grow in your career.
• We value our people by offering an inclusive workplace with a diverse range of benefits, flexible working options, career development, and internal mobility opportunities. Our flexible working arrangements are designed to enable genuine work-life balance.
• Your development is our priority and we have a variety of learning and development programs that will support you in your career.
• We offer support to our people via Employee Assistance Program (EAP), Health and Wellbeing programs, Tertiary Education Sponsorship and Support.
• We have a diverse and connected work environment where your contribution and ideas will be valued and respected and make a real difference to the lives of others.
 
Please note: Avant Mutual is a vaccinated employer. Prior to the commencement of your employment by Avant, you are required to be fully vaccinated against the Covid-19 virus or have a medical certificate stating that you cannot receive a Covid-19 vaccination for valid medical reasons.

For more information, please contact Nico Touze, Head of Talent Acquisition at nicolas.touze@avant.org.au