Dispute Resolution Officer

Internal Dispute Resolution Officer (Travel)

Brisbane, QLD | Hybrid Working

Help Shape Better Customer Outcomes

At Allianz Partners, we're committed to delivering fair, customer-focused outcomes while continuously improving the experience we provide to our customers. We're looking for an experienced Internal Dispute Resolution Officer to join our Travel Complaints team and play a key role in resolving complex customer complaints, driving insights, and supporting service excellence across Australia and New Zealand.

This role is ideal for a highly organised and analytical professional who enjoys problem-solving, investigating complex matters, and influencing positive change through customer feedback and operational insights.

About the Role

Reporting to the Travel Complaints Team Leader, you will be responsible for managing end-to-end customer complaints and disputes, ensuring outcomes align with business, contractual, regulatory and customer expectations.

You will:

• Investigate and resolve complex customer complaints and disputes.
• Gather and assess information to determine fair and balanced outcomes.
• Engage with customers through written and verbal communication with empathy and professionalism.
• Manage complaint timeframes in line with regulatory obligations.
• Maintain accurate records, reporting and complaint metrics.
• Identify trends, root causes and opportunities for service improvement.
• Partner with stakeholders across operations, claims, customer service, risk and compliance teams.
• Contribute to continuous improvement initiatives that enhance customer experience and operational effectiveness.
• Share insights and best practices to support complaint avoidance and improved customer outcomes.

About You

You are naturally curious, solutions-focused and comfortable working with complex information to make balanced decisions.

You'll bring:

• Experience in complaints management, dispute resolution or customer advocacy within financial services, insurance or a regulated environment.
• A strong understanding of customer resolution principles and complaint handling frameworks.
• Experience working with the General Insurance Code of Practice (GICOP) or similar regulatory frameworks.
• Exceptional written communication and documentation skills.
• Strong analytical and investigative capability.
• Ability to build credibility and influence stakeholders across multiple business functions.
• Advanced customer service skills and experience managing sensitive or escalated customer matters.
• Excellent organisation, prioritisation and time management skills.

What Will Make You Successful

We're looking for someone who:

• Uses data and customer feedback to identify trends and opportunities for improvement.
• Embraces new systems, tools and ways of working.
• Enjoys solving problems and simplifying complex issues.
• Can balance customer advocacy with risk and compliance requirements.
• Takes ownership, exercises sound judgement and thrives in a changing environment.
• Has a continuous improvement mindset and a passion for delivering better customer experiences.

Why Allianz Partners?

• Hybrid working arrangements.
• Supportive and collaborative team culture.
• Opportunities for career growth and development.
• Meaningful work that directly impacts customer outcomes.
• Exposure to continuous improvement and customer experience initiatives across Australia and New Zealand.

If you're passionate about resolving complex issues, improving customer outcomes and contributing to a high-performing team, we'd love to hear from you.