Job from partnerWe are seeking an experienced Complaints Officer to join supportive and busy team based in North Sydney. This is initially a 6-Month contract and offers working from home flexibility.
This role plays a key part in ensuring unresolved complaints and disputes are handled professionally, consistently, and in line with regulatory and industry obligations.
About the Role:
Reporting to the Internal Dispute Resolution (IDR) Leader, you will be responsible for managing unresolved complaints and disputes from intake through to resolution. You will contribute to the ongoing improvement of complaints frameworks, processes, and systems, while ensuring decisions are well-reasoned, documented, and compliant.
Key Responsibilities
- Manage unresolved complaints and disputes in a professional, timely, and compliant manner
- Ensure all complaints and disputes are accurately recorded and documented
- Work closely with the IDR Leader to support and maintain the complaints management framework and system
- Identify emerging issues and trends from complaints and disputes and provide feedback for continuous improvement
- Liaise with internal stakeholders, underwriters, and external bodies (including AFCA) as required
- Ensure matters exceeding authority limits are escalated to the appropriate manager or authorised person
- Request additional information in a clear, formal, and professional written manner to support dispute reviews
- Ensure all decisions and conclusions are clearly documented and supported by policy wording, guidelines, or expert advice
- Maintain up-to-date knowledge of industry best practice and complaints handling standards
- Minimum 2 years' experience in insurance claims, preferably within travel insurance
- Demonstrated experience in dispute and/or complaint resolution
- Strong negotiation and problem-solving skills
- Comprehensive understanding of insurance legislation and regulatory requirements
- Good working knowledge of GICOP
- Strong written and verbal communication skills, with the ability to build rapport with stakeholders
- Excellent planning, organisation, and time management skills
- Working knowledge of Microsoft Office, including Excel
- Insurance or insurance-related qualifications (e.g. RG165 or equivalent) preferred but not essential
This is an opportunity to play a meaningful role in dispute resolution, contribute to continuous improvement initiatives, and work collaboratively within a professional, compliance-focused environment.
