Member Resolutions Team Manager

About The Role

As a Team Manager – Member Resolutions, you will lead and support a team responsible for the effective management of member complaints and remediation activities. You will ensure high-quality member outcomes by providing leadership, coaching and oversight so remediation actions are completed accurately, consistently and within required timeframes, while adhering to internal resolution and regulatory requirements.

What Will You Be Doing?

Key responsibilities include:

Lead, coach and develop a team of 3-4 Member Resolutions consultants. Build and sustain a high-performing culture through strong leadership, clear expectations, accountability, coaching, and recognition. Oversee complex complaint, internal dispute resolution and remediation case management. Support fair, accurate and consistent member outcomes through thorough investigations and impact assessments. Monitor daily workload, quality, sales and operational performance, identifying opportunities to improve processes and service standards. Work with internal stakeholders to investigate issues, resolve root causes and support practical solutions. Support the centralisation of complaints handling and RG277 activity within S&MS to improve effectiveness and regulatory alignment. Champion compliance with internal guidelines, ASIC RG271, ASIC RG277 and applicable industry codes.

What We’re Looking For

As a member-based organisation, we are looking for a leader who is calm and confident and can support others through complex or sensitive matters.

You will bring;

Sound judgement, strong communication skills and the ability to balance member needs, compliance obligations and business requirements. Experience leading, coaching or mentoring team members in a service, complaints, remediation, quality or compliance environment. Strong understanding of complaint handling, internal dispute resolution and fair customer outcome principles. Confidence managing complex, sensitive or escalated customer or member matters. Strong written and verbal communication skills, with the ability to explain decisions clearly and empathetically. Strong analytical thinking, attention to detail and the ability to work through ambiguity. A collaborative style and the ability to build effective relationships with internal stakeholders. Knowledge of ASIC RG271, ASIC RG277 or the General Insurance Code of Practice would be highly regarded.

What Can We Offer You?

For more than 115 years, RAC has been part of the WA community. As a purpose-led member organisation, we are committed to being the driving force for a better WA. In this role, you will lead a small team that makes a meaningful difference for members by supporting fair, timely and high-quality outcomes.

You’ll enjoy:

Access to exclusive RAC member benefits Flex@RAC – our flexible working program A strong Diversity & Inclusion strategy Generous insurance discounts and free roadside assistance In-house health and wellness programs Competitive salary + super, with the option to purchase additional leave A vibrant Social Club with over 900 members

If you are ready to lead a small team delivering fair, member-centred outcomes, we would love to hear from you.

Click APPLY NOW with your resume and a brief cover letter outlining your relevant leadership and complaints, remediation or service experience.

Applications close: COB 5pm Friday 11th September 2026

RAC reserves the right to close this vacancy early.

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