Dispute Resolution Specialist

Join a team that puts customers first and values your expertise in resolving complex complaints.

Are you passionate about fair outcomes, strong communication, and creating meaningful customer experiences? We’re looking for a Dispute Resolution Specialist to join our team and play a key role in resolving customer complaints with professionalism, empathy, and regulatory excellence.

In this role, you’ll investigate disputes, analyse evidence, liaise with customers and internal stakeholders, and ensure every case is handled with integrity and care. If you thrive in a dynamic environment and take pride in achieving positive outcomes, we want to hear from you.

Why You’ll Love This Role

• Make a real impact on customer experience and organisational outcomes
• Work in a supportive environment where your expertise is valued
• Be part of a business committed to continuous improvement and service excellence
• Enjoy opportunities for growth, learning, and career development

What You’ll Be Doing

Complaints Handling & Resolution

• Manage and resolve customer complaints objectively and within required timeframes
• Ensure all complaints are acknowledged and progressed in line with ASIC RG 271 and internal policies
• Escalate complex or high‑risk matters and collaborate with relevant teams to achieve fair outcomes

Regulatory & Code Compliance

• Adhere to ASIC RG 274, the Insurance Contracts Act, and the General Insurance Code of Practice
• Maintain accurate documentation and records within the complaint management system
• Ensure all regulatory obligations and timelines are met

Customer Engagement

• Liaise with complainants in a professional, empathetic, and customer‑first manner
• Conduct detailed investigations and analyse evidence to validate claims
• Handle inbound and outbound calls to manage disputes and deliver clear, respectful communication
• Provide feedback to internal teams to support service delivery improvements

Continuous Improvement

• Identify and share insights on complaint trends and customer experience opportunities
• Work closely with Internal and External Dispute Resolution teams to ensure consistency and best practice
• Support the wider Home Repair Team through education on dispute avoidance and service excellence

What You Bring

• Experience in complaints or dispute resolution within financial services
• Strong understanding of customer service principles with at least five years’ experience
• Exceptional written and verbal communication skills
• Ability to stay calm, professional, and solution‑focused when dealing with difficult conversations
• Strong attention to detail, organisation, and time management
• Experience working with the General Insurance Code of Practice (highly regarded)
• Confidence in using the Microsoft Office Suite and ability to adapt quickly to new systems

About You

You’re self‑motivated, proactive, and driven by achieving fair outcomes. You thrive on solving problems, building relationships, and improving processes. You’re comfortable working independently but equally enjoy collaborating with others to create the best possible customer experience.