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Senior Complaints
2 weeks ago
Insurance dispute resolution role in Melbourne's CBD. Experience in IDR/EDR or complaints management required
Your new company
Work for a global insurance market leader who are expanding their claims and dispute resolution team in Melbourne. Their aim is to find the best possible solution for all parties, while working with care and understanding. They are a forward-thinking organisation who are focused on utilising market knowledge and candidate intelligence to provide the best service to their customers and clients. Due to the growing market and some internal changes, they are eager to support their internal teams by hiring a senior complaint and dispute resolution specialist. This is a role that offers excellent global exposure, and is a great position to further your career.
Your new role
In this role, you'll play a key part in managing disputes from Internal Dispute Resolution (IDR) through to External Dispute Resolution (EDR). You'll also be instrumental in extracting insights from cases to help drive continuous improvement across the business. Your contributions will support the organisation's commitment to listening, acting, and learning from customer feedback.
- Handle customer complaints in line with both global and local policies across the Pacific region, including Australia and New Zealand.
- Apply your technical expertise to assess disputes, make informed decisions on whether to uphold or overturn previous outcomes, and prepare all necessary documentation.
- Build and maintain strong relationships with customers, internal teams, and external stakeholders through effective communication and engagement.
- Ensure all complaints are managed with fairness and integrity, delivering equitable outcomes for customers.
- Liaise with regulatory bodies, manage communications and relationships professionally, ensuring all complaints adhere to regulations and policy.
- Support the Head of Customer Complaints in preparing insightful reports for senior leadership and contribute to the development of junior team members.
- Analyse complaint data to identify root causes and collaborate with business units to address significant issues, adding measurable value to the organisation.
- Champion service excellence by meeting-and exceeding-regulatory timeframes for complaint resolution.
What you'll need to succeed
This role would be ideal for you if you have:
- 5+ years' experience in insurance or dispute resolution, with solid knowledge of IDR processes and relevant regulations across Australia and New Zealand.
- Strong communication skills, especially in handling complex or escalated complaints, and confidence to engage with regulators and ombudsman services.
- A good understanding of commercial insurance products-particularly material damage, business interruption, and ideally financial lines or casualty.
- Proven ability to work independently, make sound decisions under pressure, and manage competing priorities effectively.
- A good and knowledgeable understanding of Regulatory Guide 271 and AFCA requirements.
- A collaborative mindset, with a willingness to mentor junior staff and contribute to process improvements and industry engagement.
What you'll get in return
This role is an excellent opportunity to progress in your insurance complaints and disputes career with a global insurance business. If you are successful, you will receive:
- Hybrid working from a modern, Melbourne CBD office.
- A highly competitive salary package, ranging from $110,000 to $130,000 base + super and bonuses, with some flexibility based on your experience.
- Global exposure, as you work closely with teams internationally to improve internal processes.
- Great opportunity to further develop your skills and a highly performing team that will offer great career progression.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or contact Sam Puddeephatt on to discuss further. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
