CTP Complaints Specialist

At IAG, we’re ready for you. We're the largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting their ambitions and making insurance accessible.

Step into a role where your expertise can make a real difference to customers navigating challenging circumstances. As a CTP Complaints Specialist, you’ll play a key role in delivering fair, timely and customer focused complaint and dispute resolution outcomes. You’ll work closely with claims teams, customers and external stakeholders to resolve complex matters, identify opportunities for improvement and help shape a better claims experience. If you thrive on solving problems, influencing outcomes and creating positive change, this is an opportunity to make your impact from day one.

This is a permanent full-time role based in Gadigal Country (Darling Park 2, Sydney), Naarm (Melbourne) or Meanjin (Brisbane).

What You'll Do

• Manage complex and escalated CTP complaints, delivering fair, balanced and timely resolution outcomes for customers.

• Resolve escalated complaints relating to CTP claims and products, ensuring compliance with regulatory requirements and internal standards.

• Prepare and manage responses to complex complaints and disputes referred externally to the Independent Review Office (IRO), State Insurance Regulatory Authority (SIRA) and other relevant agencies, maintaining strong relationships with key stakeholders.

• Analyse complaints, customer feedback and experience trends to identify risks, insights and improvement opportunities.

• Partner with claims teams to support person centred claims management and strong customer outcomes.

• Coach and guide claims professionals on complaint identification, handling and resolution best practice.

• Identify process improvements that enhance customer experience, claims management effectiveness and operational performance.

• Collaborate with stakeholders across the business to drive continuous improvement and strengthen complaint management capability.

What You'll Bring

• Experience managing CTP claims, complaints or dispute resolution matters within a regulated insurance environment.

• Strong understanding of the CTP operating environment and relevant legislative requirements.

• Ability to manage complex customer situations with empathy, professionalism and sound judgement.

• Excellent written and verbal communication skills, with confidence engaging diverse stakeholders.

• Strong negotiation and problem solving skills, balancing customer outcomes with business obligations.

• Proven ability to analyse information, identify themes and recommend practical solutions.

• Capability to work independently, prioritise competing demands and quickly build credibility in a new role.

What We Offer

• Boosted superannuation with 13% as standard.

• 20 days annual leave + 5 days MyLeave (extra leave for what’s important to you).

• Work from home and many more flexibility options with myFlex.

• Up to 50% off personal insurance, including home and motor insurance.

• Partner discounts on private health insurance, tech & appliances, and many more.

• Industry-leading 20 weeks paid parental leave.

• Access to LinkedIn Learning, the award-winning IAG Academy, study assistance and secondment opportunities.

*employment type eligibility criteria apply

Applications close: Thursday 30 July 2026 11:59PM AEST

Adjustments and Support

If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to [email protected] for a confidential conversation.

More About Us

As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That’s not just words. It’s our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.