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Member Resolutions Team ManagerRAC WA · Joondalup
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RAC WA

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Member Resolutions Team Manager

🗓️ Posted 2026-08-27 Joondalup Full-time Hybrid Customer Service Call Centre
💰 Salary Not shared 📊 Market A$6,250–A$8,333/mo

About the Company

Committed to creating a better WA At RAC we offer career opportunities that will allow you to give back and make a difference to our members and the WA community. We pride ourselves on employing the highest calibre of people to meet our member's needs. RAC promotes healthy living and aims to protect health and safety of employees, members and visitors. RAC has been a part of the West Australian community since 1905. We are unique organisation, built by members for members. From our origins as a motoring club, we have grown to a diverse organisation of over 1,400 employees serving more than 1 million members with a range of products and services. RAC's difference is that we are a membership organisation, which means we don't have shareholders and we reinvest our profits for the better of our members and the WA community. House rules: We really enjoy receiving your feedback, comments and experiences and enjoy getting the most out of our LinkedIn community. With this in mind, we ask that you stick to the following guidelines: Please be polite to other RAC LinkedIn users and treat each other as you would like to be treated. Please don't give out any personal information. We cannot allow any inappropriate or offensive language. Advertising, spam, selling and links to external shopping sites are not allowed here and will be removed. If you want to post a link to another site to illustrate your point, please do not link to sites that require registration in order to view, or any site that prompts an automatic download as these comments will be removed. Page admins and the RAC LinkedIn community must be able to easily understand your message. For this reason we can't allow messages which are written in code or a language which isn't English. We reserve the right to de-tag RAC from any posts or photos that we deem inappropriate. Please note that repeat offenders may be reported and will be blocked from the LinkedIn page. Consumer Services Specialties: Insurance, Motoring, Travel, Finance, Security, Advocacy, Tourism

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.

Responsibilities

  • ● 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.

Requirements

  • ● 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.