Internal Dispute Resolution Team Leader

1 day ago

Sydney Inner Suburbs, Australia Suncorp Group Full time

**About The Role**

As Team Leader, Internal Dispute Resolution, you’ll lead a team of specialists dedicated to resolving customer complaints fairly and efficiently. You’ll coach and develop your team, ensure compliance with regulatory standards, and drive continuous improvement across processes and systems. This is a leadership role with real impact—where customer advocacy meets strategic delivery.

This is a 12 month contract opportunity.

** What You’ll Do**
- Lead, coach and develop a team of Internal Dispute Resolution Specialists to deliver fair and timely complaint outcomes
- Manage escalated disputes and ensure responses meet both customer needs and regulatory requirements
- Monitor team performance, conduct regular reviews, and build a culture of accountability and engagement
- Drive continuous improvement by identifying and implementing enhancements to systems, processes, and service delivery
- Build strong relationships with internal and external stakeholders to support effective complaint resolution
- Ensure compliance with ASIC RG271 and other regulatory obligations while keeping customers at the forefront of decision-making

**What You’ll Bring**
- Proven leadership experience with a track record of building high-performing teams
- Strong knowledge of insurance products, complaints resolution, and dispute management
- Ability to coach, mentor and develop others through structured feedback and performance planning
- Excellent communication skills with the ability to influence and build relationships across all levels
- Experience in identifying and implementing process improvements that enhance customer outcomes
- Understanding of regulatory frameworks including ASIC RG271, the General Insurance Code of Practice and Privacy Laws

**What You’ll Enjoy**

Access our award-winning Shine platform - your central hub for exclusive perks, wellbeing support, career development, and recognition. Shine has been recognised for excellence in employee experience, making it easier than ever to access what matters most to you.
- Hybrid working, flexible leave, 20 weeks paid parental leave, and up to 5 days paid flexible leave annually
- Paid study support, career breaks, on-the-job learning, and a $1,000 referral bonus for eligible employees
- Free wellbeing coaching, a dedicated Employee Council, and confidential EAP access
- Discounts at 400+ retailers, insurance savings, gym memberships, and reduced super fees
- Paid volunteer leave, donation matching, and unlimited emergency response leave
- Performance-based bonuses and Suncorp shares for eligible employees
- Diversity is celebrated through employee resource groups and inclusive policies for all families

At Suncorp we believe we are our best when our workforce is as diverse, talented and passionate as the communities in which we live and operate, and where our people feel included, valued and connected. We are passionate about inspiring our people by creating a diverse, accessible, and inclusive culture, offering flexible work, career development and internal mobility, and building connected relationships amongst our team members and with our customers.

**Advertised**: 30 Oct 2025 AUS Eastern Daylight Time
**Applications close**: 20 Nov 2025 AUS Eastern Daylight Time

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