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(Urgent) Dispute Resolution Manager

4 weeks ago

Gold Coast City, Australia Travel + Leisure Co. Full time

Overview

We Put the World on Vacation Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

We’re looking for an experienced Dispute Resolution Manager to lead our internal and external dispute resolution processes across Asia Pacific. If you’re a natural problem-solver with strong regulatory knowledge and a customer-first mindset, this is your opportunity to make a meaningful difference.

Responsibilities

- Lead and oversee all internal and external dispute resolution (IDR/EDR) processes in line with ASIC Regulatory Guide 271 and company policies.

- Act as the first point of escalation for complex complaints, ensuring they are addressed fairly, promptly, and with empathy.

- Provide expert guidance to our Customer Care and Member Engagement teams to balance compliance, business needs, and customer outcomes.

- Liaise with external bodies such as AFCA, FSCL, legal representatives, and regulators.

- Monitor trends, identify systemic issues, and drive process and service improvements to enhance the customer experience.

- Deliver training and coaching to frontline teams, building capability and consistency in complaint handling.

- Maintain accurate complaint records, prepare reports for leadership and regulatory purposes, and represent the business in audits and compliance reviews.

- Lead and support a small team, fostering collaboration, development, and high performance.

Rewards

Grow your career with a values-driven organisation that’s passionate about supporting its people. As part of our team, you’ll enjoy:

- Discounted stays at hotels and resorts around the world

- A generous reward and recognition program

- Access to subsidised private health cover

- Birthday leave to celebrate your special day

- Opportunities to learn, grow and progress your career

- Funding to support ongoing professional development

- An inclusive workplace supported by active Diversity Resource Groups

What You’ll Bring

We’re looking for someone who demonstrates:

- Strong personal values regarding customer service, delivering on the promise and integrity in all activities.

- Experience in internal and external complaints resolution, service recovery or dispute handling. Regulatory experience is a significant advantage.

- Exceptional communication and problem-solving skills with the ability to demonstrate empathy and understanding.

- An ability to work with a sense of urgency, whilst balancing a commitment to service quality and professionalism.

- Sound knowledge of ASIC Regulatory Guide 271, National Consumer Credit Code, Privacy Act and/or other related regulatory acts an advantage.

- Demonstrated experience in handling customer complaints, monitoring customer service standards and implementing training to improve service levels.

- Previous experience in preparing complaint and dispute resolution documentation to report to complainants or external agencies will be highly regarded

- Attention to detail, thoroughness and accuracy.

- Positive and enthusiastic attitude and ability to inspire same in others.

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to MyCareer@travelandleisure.com, including the title and location of the position for which you are applying.

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