Customer Dispute Resolution Manager

We have an exciting opportunity for an experienced and proactive Customer Dispute Resolution Manager to lead NTI's complaints and dispute resolution framework and support outstanding customer experience across our Claims business. Ideally this role will be based in Brisbane, however we are open to considering Sydney or Melbourne locations for the right candidate.

Reporting to the Head of Claims Operations, this role gives you the opportunity to:

• Lead the Complaints Journey - Own the end-to-end complaints process, ensuring timely, fair and compliant outcomes that meet and exceed regulatory standards.
• Influence Customer Experience - Provide expert advice to frontline and operational teams, manage AFCA matters, and support complex dispute decision-making.
• Drive Improvement - Analyse complaint trends to identify root causes, uplift capability, and embed continuous improvement across the organisation.
• Build Trust & Engagement - Collaborate closely with Risk, Legal, Compliance and operational leaders to strengthen governance and resolve systemic issues.
• Lead with Purpose - Coach and develop your Customer Dispute Resolution Specialist to deliver excellence with empathy, professionalism and accountability.

Key Responsibilities:

• Managing the end-to-end customer complaint process in line with regulatory expectations and internal service standards.
• Providing specialist input into escalated, contentious or complex complaints to ensure fair, consistent and well-reasoned outcomes.
• Managing AFCA cases, including investigation, documentation, submissions and negotiation.
• Developing and maintaining a best-practice complaints management framework.
• Identifying trends, systemic issues and opportunities and presenting insights to senior leadership.
• Partnering with internal teams to strengthen complaint handling capability and reduce future complaint volumes.
• Conducting reporting, audits, reviews and quality assurance activities to support continuous improvement.
• Proactively building effective relationships with customers, intermediaries, regulators and internal stakeholders.
• Coaching, mentoring and developing your direct report and supporting broader capability uplift.
• Completing reporting, analysis and other business requirements as needed.

What we'll love about you:

You will be an experienced, knowledgeable and mature dispute resolution professional who brings strong judgement, excellent communication and a passion for fairness. You will ideally have:

• Tertiary qualifications in Business or a relevant discipline (essential).
• Relevant industry qualifications such as ANZIIF, or commitment to commence within 12 months (essential).
• Minimum 3 years' experience in a Complaints Manager or similar dispute resolution role.
• Minimum 2 years' experience leading and developing people.
• Strong working knowledge of RG271 and general insurance products.
• Exceptional communication, emotional resilience and customer-centric problem-solving skills.
• Ability to manage multiple stakeholders, competing priorities and sensitive matters with professionalism.
• Ability to identify systemic weaknesses and drive cross-functional improvement initiatives.
• Strong relationship-building and coaching capability.
• High level of discretion, maturity and sound judgement.

What to expect when you're a part of the NTI family:

At NTI, we're committed to providing an environment where our people feel valued, supported and empowered to be their best. We are dedicated to being a Best Employer of the Best People, and as such, we offer:

• A genuine commitment to your development, career growth and ongoing study
• Competitive annual incentive program
• Up to 50% discount on a large range of personal insurance products
• Access to discounts with over 350 retailers across Australia
• The ability to apply for flexible working arrangements

Ready to apply?

We can't wait to read your application

You may be required to complete phone, face-to-face or video interviews, psychometric testing, and pre-employment checks as part of the process. These steps help us get to know you better — and help you get to know us.