Dispute Resolution Leadership Position

1 week ago

Australia beBeeTechnical Full time $90,000 - $125,000
Lead Technical Dispute Resolution Specialist

The role requires leading 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.

Key responsibilities will include:

  • Leading the team to enable delivery of complaint management requirements.
  • Contributing to the achievement of Customer Relations' strategy and business plan.
  • Developing strategies to support targets and drive business growth.
  • Supporting the development and rollout of processes and procedures compliance with AO and regulatory requirements and standards.
  • Ensuring 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.
  • Developing strategies for the technical support of the CR & A teams including panel and peer reviews.
  • Upholding a strong commitment to customer satisfaction and experience.
  • Remain aware of industry developments to ensure practices and outputs continue to exceed regulatory standards.
  • Providing 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.

Requirements for this role include:

  • A proven track record in dispute resolution and leadership.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to work collaboratively as part of a team.
  • Experience working in a fast-paced environment with multiple priorities.
  • Relevant qualifications in a related field.

As a valued member of our team, you will enjoy:

  • Competitive salary and bonus structure.
  • Employee benefits including flexible working arrangements.
  • Ongoing training and professional development opportunities.

This is an exciting opportunity to join our team and contribute to delivering exceptional results and outcomes.

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