Technical Dispute Specialist

6 months ago

Parramatta, Australia QBE Insurance Full time

**Primary Details**
Time Type: Full time

Worker Type: Employee

Lead a team of Technical Dispute Officers dedicated to supporting the CR & A team with resolving complaints in accordance with organisational code of practice, legislative and regulatory requirements.

Your primary responsibility will be to lead, guide and mentor the team to provide exceptional technical support to CR & A as they provide their expertise in dispute resolution, daily operational activities, portfolio monitoring and continuous improvement. Engage with key internal and external stakeholders to manage complaint resolution requirements and reputational considerations. Act as a point of referral for complex escalated complaints and assist in the technical development of staff with a focus on compliance obligations, regulatory expectations and, above all, coaching to provide an excellent customer experience in line with QBE's promise.

**Location: Parramatta/Sydney, Flexible on Location, role open to Adelaide, Brisbane, Melbourne & Perth**

**Type: Permanent, Full time**
- **Utilise your Dispute Resolution and leadership skills to embark on a rewarding career with us at QBE**:

- **Competitive salary + bonus + employee benefits including flexible working arrangements.**:

- **Lead your own team of Technical Dispute Officers**

**The opportunity**

Lead a team of technical experts dedicated to supporting the CR & A team with resolving complaints in accordance with organisational code of practice, legislative and regulatory requirements.

Your primary responsibility will be to lead, guide and mentor the team to provide exceptional technical support to CR & A as they provide their expertise in dispute resolution, daily operational activities, portfolio monitoring and continuous improvement. Engage with key internal and external stakeholders to manage complaint resolution requirements and reputational considerations. Act as a point of referral for complex escalated complaints and assist in the technical development of staff with a focus on compliance obligations, regulatory expectations and, above all, coaching to provide an excellent customer experience in line with QBE's promise..

**Your new role**

A day in the role might look a bit like this....
- Strategy and Planning
- Lead the team to enable delivery of complaint management requirements.
- Contributes to the achievement of Customer Relations' strategy and business plan.
- Develop team strategies to support targets.
- Policy, Process and Procedures
- Support with the development and roll out processes and procedures compliance with AO and regulatory requirements and standards.
- Ensure complaint handling standards, processes and frameworks are adhered to.
- Maintenance of key internal and external facing communications templates, letters in line with regulatory or strategic changes.
- Develop key strategies for the technical support of the CR & A teams including panel and peer reviews.
- Customer Focus and Stakeholder Management
- Uphold a strong commitment to customer.
- Remain aware of industry developments to ensure practices and outputs continue to exceed regulatory standards.
- Provide business insights and influence continuous improvement that enhances QBE service, process, and the customer experience.
- Provides SME guidance to internal business managers on dispute resolution, reputation management and customer experience with commercial pragmatism.
- Maintain network of key internal and external contacts for communication of trends and changes etc. that may impact on business process/approach.
- Escalate any identified systemic concerns to Head of Operations.
- Technical Performance
- Using Q&A and other observed findings formulate and develop recommendations to support the Learning & Development framework.
- Support the development and delivery of training.
- Maintain an in-depth understanding of QBE products/services to provide guidance and support to the team when addressing complaints.
- Provide ongoing training, coaching, and development opportunities for team members to enhance their technical skills and customer service capabilities.
- People Management
- Lead the Technical Dispute Officers.
- Promote transparent and timely communication within the team and with key stakeholders.
- Facilitating the team achievement of KPIs and performance management processes.
- Coach, mentor, and support peers including supporting the implementation of induction and onboarding programs where required as well as development of team members in alignment with career and development goals.

We have a Full time opportunity available and offer a hybrid working model. Full time employees work 36.25 hours across 5-days between 9am - 5pm Monday to Friday.

**About you**

To be successful in this role, you will enjoy working in a fast-paced customer facing environment, where you will be learning and developing from day 1. Previous experience in a
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