Dispute Resolution Manager

2 days ago

Sydney, Australia Uber Carshare Full time

Fixed Term Contract (12 months)
- Full Time
- Sydney Hybrid
- **Fixed Term Contract (12 months)**:

- **Full Time**:

- **Sydney Hybrid**

At Uber Carshare, we’re on a mission to free the world from the ‘one person, one car’ mentality. Our platform and technology make it easy to turn any car into a shared car, empowering people to save money, reduce waste, and fight climate change. Our community has more than 10,000 cars being shared and over 1.1 million trips taken so far. Together with Uber’s other mobility options, Uber Carshare helps to provide a complete alternative to car ownership. We have ultra-bold ambitions and growth plans for 2024 and beyond.

**About the role**

Due to our rapid growth strategy and compliance requirements we are looking for a Dispute Resolution Manager to support the business by resolving escalated customer complaints in a timely, fair and efficient way. In this role you will report directly to our Senior Dispute Resolution Leader and work cross functionally, understanding the broader operational environment at Uber Carshare and becoming a trusted advisor in the complaints space.

**In this role, you’ll**:

- Review and manage a caseload of escalated complaints, this includes both internal and external dispute resolution cases
- Work cross functionally with teams across the business (including Claims & Repairs and Customer Service) to understand the cause of customer complaints
- Investigate the causes of issues in disputes and assist with recording them whilst highlighting opportunities for improvement
- Engage with EDR services including AFCA, Consumer Affairs, Fair Trading and relevant Civil and Administrative Tribunals when necessary
- Make decisions in line with the user agreements, policy documents and good industry practice and draft detailed dispute resolution responses
- Discuss complaints with, and deliver decisions to Uber Carshare members and attend conciliations and mediations, both online and in person (where required)
- Identify opportunities for process and policy improvements
- Assist with overseeing the Uber Carshare Dispute Resolution Framework

**To be successful in this role, you’ll need to have/be**:

- More than 2 years in a similar role, experience in dispute resolution is a must, experience in General Insurance (motor vehicle) is a bonus
- Experience prioritising and effectively managing an active caseload
- A good understanding of ASIC RG271 and AFCA processes and approaches
- Knowledge of financial complaint handling, the relevant stages and required actions and timeframes
- An understanding of commercial considerations involved in complaints handling
- Highly developed written communication skills
- An active listener who can understand different viewpoints and has the confidence to discuss issues and deliver outcomes to customers in a meaningful way
- Someone who can narrow down complex and dynamic issues using a measured approach into manageable actions that can be addressed
- A high degree of resilience but are confident in raising issues or asking for help when required

**About our culture**
At Uber Carshare, we value all people for who they are and what they bring to our community. We encourage our employees to be their genuine authentic selves and know that our team, our product, and our members’ experiences are enhanced by the diversity of perspectives of everyone who works at Uber Carshare. We offer equal opportunities to all applicants and promote merit and fairness in our employment practices. If you’re passionate about working with a team that is doing something amazing for our community and the environment, come as you are

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