Insurance Manager leading the administration and delivery of insurance functions at Torbay Council. Engaging with departments to ensure effective insurance services and advice.
About the role
- Managing General Insurance complaints and external disputes for QBE’s External Dispute Resolution team. Ensuring fair outcomes while engaging with AFCA and internal stakeholders.
Responsibilities
- Exercise a wide range of skills as part of QBE’s dispute resolution process with customers at the forefront
- Manage a portfolio of complaints in accordance with QBE’s complaints management process
- Conduct detailed investigations, including analysis of policies, legislation, evidence and expert reports
- Engage collaboratively with internal and external stakeholders, including customers, claims teams and underwriters
- Identify systemic drivers of customer dissatisfaction and contribute to recommendations for process, product and service improvements
- Ensure all complaints and disputes are handled in line with organisational standards, legal obligations and regulatory requirements
Requirements
- Extensive experience in a similar technical role within Claims, Legal, Product or Underwriting
- A strong insurance or legal background, with a solid understanding of risk, compliance and policy interpretation
- Working knowledge of AFCA requirements, including complaint handling approaches, conciliations, fees and determinations (for external disputes)
- Demonstrated experience managing external dispute resolution or complex complaints end‑to‑end
- Strong written and verbal communication skills, with the ability to negotiate, influence and build trusted stakeholder relationships
- Excellent time management and resolution focused, with the ability to work effectively while maintaining empathy and a customer‑first mindset
Benefits
- Hybrid Working – a mix of working from home and in the office to enhance your work/life balance
- Free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice
- 18 weeks’ gender-equal flexible leave for all new parents, including paid super
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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