Customer Dispute Resolution Manager

5 days ago

Canberra, ACT, Australia beBeeDispute Full time $105,000 - $145,000
Job Title

A senior leadership position overseeing the resolution of complex customer complaints and disputes, ensuring quality standards across all schemes and products.

  • Providing operational direction to a team of case managers to deliver exceptional service in resolving formal complaints and ensuring quality in customer interactions
  • Leading the investigation, analysis and resolution of complex customer complaints and care cases within regulated timeframes
  • Ensuring that all complaints are managed effectively and escalated when necessary
  • Providing guidance on preparing clear, comprehensive responses that reflect the organization's position and aim for customer satisfaction
  • Ensuring that evaluations are consistent and aligned with compliance standards
  • Providing ongoing feedback to the team through coaching, training, and performance reviews

The ideal candidate will be a proactive and people-focused leader who brings a strong blend of empathy, resilience, and the ability to work effectively with a diverse team.

Key requirements include:

  • Australian citizenship or permanent residency
  • Leadership experience with the ability to guide and motivate a team to achieve high performance
  • Strong experience in case management, dispute resolution, and quality assurance within a regulated environment
  • Knowledge of compliance and regulatory standards, with a focus on delivering continuous improvement
About the Organization

The organization has provided superannuation services to employees of the Australian Government and members of the Australian Defence Force for over 100 years.

We strive to create an environment where each and every one of us has the opportunity to strive together for excellence.

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