Complaints and Disputes Resolution Specialist

Job Title: Complaints and Disputes Resolution Specialist
Contract Type: Permanent
Location: Sydney
Salary: $140000 - $160000
Reference: 2645916-2
Contact Name: Oshan de Silva
Contact Email:
Job Published: December 31, 2017 18:46

Job Description

A well known and respected organisation has created a new role for a Complaints and Dispute Resolutions Specialist to join their customer relations team. This role has been created to further develop the complaints and disputes management across the organisation to provide better customer experience. 

Reporting to the Head of Customer Relations, you will;
  • Manage Internal and External Dispute matters to successful resolution within designated SLA's
  • FOS and SCT submissions
  • Apply the new ASIC AS/NZS 10002:2014 "Guidelines for Complaint Management within Organisations" in managing Complaints and Disputes to resolution
  • Handle all internal and external Customer Complaints in a manner placing the customer at the forefront
  • Continually look for ways to improve the customer experience and simplify processes and systems.
Sounds interesting? All we need from you is;
  • Previous experience in a complaints and/or disputes focused role in Life insurance and superannuation
  • Knowledge of the SCT/FOS process
  • Strong knowledge of complaints process and submissions (End-to-end)
  • Exceptional communication skills (written and verbal) and negotiation skills
  • A strong passion for customer service 
  • Background/qualifications in law will be highly regarded. 
Sounds like you? Want to know more? I have a lot more to tell.

For a confidential discussion, please don't hesitate to contact Oshan on (02) 9346 5288, or email:

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