Internal Dispute Resolution Consultant

**Internal Dispute Resolution Consultant**
**(**
**Job Number**:
**22000173**
**)**

**Description**

**About the role**

RACQ is as much a part of QLD as our people. Together we exist to make life better for each other, our members, and every Queenslander, through finding better and smarter ways of doing things. We’re big enough to make a real difference in our community, yet small enough to nurture your professional and personal development.

We have an exciting full-time permanent opportunity for an Internal Dispute Resolution Consultant. In this position, you will be responsible for strengthening and retaining relationships, whilst protecting the RACQ brand as a trusted provider of services to members and the Queensland community.

As our new Internal Dispute Resolution Consultant, you will review feedback from RACQ members and investigate incidents where the broader delivery of RACQ’s products and services has failed to meet member expectations and is empowered to resolve disputes with members to achieve mutually acceptable outcomes for the member, RACQ and its service providers. Alongside for identifying and reporting systemic problems with front line processes and to recommend improvements to reduce incidents.

**Key responsibilities include**:

- Advocate for member’s interests within the RACQ Group through effective management of member feedback with a focus on achieving outcomes in support of RACQ’s purpose and values.
- Promote an independent and unbiased consideration of the member’s position when problem solving and addressing complaints.
- Work directly with members to understand and resolve complaints and complex issues. This will include liaising and negotiating with internal and external stakeholders to reach settlement on more complex matters
- Communicate with members and RACQ stakeholders on a regular basis during investigations, keeping all parties involved up to date
- Respond to written, verbal and social media member feedback
- Perform thorough investigations, identifying and addressing key issues
- Use internal and external sources to investigate and record member feedback
- Remain impartial to provide fair and reasonable solutions to member disputes
- Ensure that all matters raised via member feedback mechanisms are treated in a balanced, fair and equitable manner

**About you**:

- Demonstrated experience in dispute resolution/escalated complaint management
- Ability to investigate matters and remain impartial
- Product knowledge of Assistance products and service (desirable)
- Ability to negotiate and resolve conflict.
- Strong member/customer and stakeholder management and negotiation skills.
- You will be confident in using your analytical ability to make decisions, providing a suitable outcome to all parties
- Exceptional written, verbal and interpersonal communication skills
- Intermediate knowledge of the Microsoft Office suite, especially Excel and Word
- Strong focus on “attention to detail”
- Ability to work under pressure and meet tight deadlines through strong time, task management and prioritising skills.

**Why join RACQ?**

It is an exciting time to be part of RACQ as we continue our transformation towards better, smarter solutions that deliver more security and prosperity for Queenslanders. We are big enough to make a real difference in our community, yet small enough to nurture your professional and personal development.

Introduction to home solar and batteries, Green Home and Car Loans, and many other products and initiatives. We’ll continue to advocate for, research, and offer green solutions.

At RACQ we are passionate about building a diverse and inclusive workplace to create better outcomes for our employees and our members. We aim for our teams to be a true reflection of our communities and are committed to inclusion particularly people of Aboriginal and Torres Strait Islander heritage, and those who may experience diversity or disability related barriers in securing employment. Applicants from these and other diverse backgrounds are encouraged to apply. If you have any support or access requirement, please advise us at the time of applying.

**What we offer you;**

Our employee benefits are designed to enrich your work life, your home and the community you live in, some of these include:

- Financial benefits and discounts on a range of banking, assistance and insurance products
- Give back to our communities with paid volunteer leave, payroll giving and volunteering for community events such as MotorFest and EKKA
- A range of flexible working and leave options, including 12 weeks paid parental leave, 2 weeks paid non-primary caregiver leave and purchased leave up to 4 weeks per year
- Prioritise your wellbeing with our onsite and virtual health hub, discounts on health programs and access to wellbeing initiatives such as yoga
- Invest in your development with in-house development programs and online courses.

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