Internal Dispute Resolution Officer – Travel

📍 Brisbane, Australia

🚀 Drive Customer Outcomes in a Digitally-Enabled, Data-Driven Environment

We’re looking for a customer-obsessed, analytically-minded Internal Dispute Resolution Officer to join our Travel team. In this role, you’ll sit at the centre of our customer experience ecosystem, leveraging data insights, digital tools, and AI-enabled processes to deliver fair, fast, and compliant complaint resolutions.

This is your opportunity to play a key role in shaping a future-ready complaints function, contributing to continuous improvement, automation uplift, and enhanced customer journeys across Australia and New Zealand.

🌟 What You’ll Do

Customer & Dispute Resolution

• Manage end-to-end customer complaints using a data-led, insight-driven approach
• Conduct complex investigations, leveraging digital systems and analytics to validate claims
• Deliver empathetic, high-quality resolutions with a customer-first, human-centred mindset
• Effectively manage omnichannel communications (phone, email, digital platforms)
• Ensure compliance with regulatory frameworks and service-level agreements

📊 Data, Insights & Continuous Improvement

• Analyse complaint data using trend analysis and reporting tools to identify systemic issues
• Contribute to process optimisation, automation opportunities and AI-enhanced workflows
• Translate insights into actionable improvements to elevate customer experience (CX)
• Support the evolution of predictive complaint prevention strategies

🤝 Stakeholder & Cross-Functional Collaboration

• Engage with internal and external stakeholders to drive alignment and best-practice outcomes
• Influence at all levels, contributing to a collaborative, high-performance culture
• Partner with teams across the business to embed customer-centric and digitally-enabled solutions

⚖️ Risk, Compliance & Governance

• Operate within a strong risk and compliance framework, including GICOP
• Identify and escalate emerging risks, fraud indicators, and compliance gaps
• Support a robust governance environment through accurate reporting and documentation
• Promote ethical, transparent, and responsible business practices

✅ What You Bring

Experience & Expertise

• Proven background in complaints/dispute resolution within financial services
• Strong understanding of regulatory frameworks and compliance obligations (GICOP)
• Experience handling complex, escalated customer cases in a fast-paced environment

💡 Skills for a Future-Ready Workplace

• Highly developed analytical thinking and problem-solving capability
• Confidence working with data, insights, and digital platforms
• Exposure to or interest in AI-enabled tools, automation, and process innovation
• Advanced communication and stakeholder influencing skills
• Ability to manage competing priorities with strong time management and attention to detail

🌐 Mindset & Attributes

• Customer-first and experience-driven mindset
• Adaptable and agile, with a passion for continuous learning and digital transformation
• Proactive, self-motivated and driven to deliver impact at scale
• Comfortable working in a technology-enabled, future-focused environment

💼 Why Join Us?

• Be part of a business investing in AI, automation, and digital transformation
• Shape the future of customer dispute resolution and experience innovation
• Work in a collaborative, inclusive environment where your insights drive real change
• Opportunity to influence strategic improvements and customer outcomes at scale