Conflict Resolution Expert

5 days ago

Sydney, New South Wales, Australia beBeeDisputeResolution Full time $149,739 - $200,000
Senior Dispute Resolution Specialist

About the Role:

As a key member of our organisation, you will be responsible for receiving, responding to, managing and effectively resolving complex complaints and disputes raised by internal and external stakeholders on behalf of our customers.

Key Responsibilities:

  • Deliver high-quality specialist services to achieve positive customer outcomes.
  • Utilise your expert specialist knowledge to deliver accurate, timely, empathetic and efficient end-to-end resolution of complex customer complaints and disputes within set timeframes.
  • Lead, guide and support your team and other internal stakeholders to achieve positive customer outcomes.
  • Identify significant and/or systemic problems through complaints and disputes raised and provide sufficient information to support performance management processes or remediation actions where warranted.
  • Maintain accurate and timely records of customer and stakeholder interactions.
  • Prepare correspondence and briefing material to support appropriate responses to Complaints raised by internal stakeholders or systemic problems identified through Complaints managed or external stakeholders as required.
  • Understand and meet regulatory and relevant administrative and privacy law requirements when managing complaints and disputes.
  • Perform other related duties as assigned.

Required Skills and Qualifications:

  • 7+ years post-admission experience.
  • Proven conflict resolution and negotiation skills, and a deep understanding of policies and applicable laws.
  • Passionate about providing quality service and outcomes to our customers with a focus on empathy.
  • Previous experience in alternative dispute resolution/litigation on insurance-related matters.
  • Comprehensive understanding of workers compensation legislation combined with a solid working understanding of the New South Wales workers compensation scheme.
  • Previous private practice or government practice experience.

Benefits:

We value diversity and would encourage applicants from different backgrounds to apply. We are committed to supporting the development of our people so they can thrive.

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