This is a great opportunity for someone who enjoys problem-solving, working through complex cases, and delivering fair, well-reasoned outcomes.
You’ll play a key role in managing complaints end-to-end while ensuring compliance with regulatory standards and internal frameworks.
What's in it for you?
- Full-time permanent role, with a company that values your progression, collaboration and work-life balance.
- Sydney-based position with hybrid flexibility
- $80,000 - $100,000 plus super
- Join a collaborative and supportive team environment
- Work on varied and complex cases, with opportunity for progression.
- Opportunity to deepen your expertise in dispute resolution and compliance
- Ongoing training and career development
- Be part of a business focused on strong governance and customer outcomes
Main responsibilities include:
- Manage customer complaints from initial receipt through to final resolution
- Conduct thorough investigations, reviewing evidence, policy terms and relevant regulations
- Prepare clear, well-structured written responses for customers and external bodies
- Assist with Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) matters, including AFCA submissions
- Maintain accurate records within complaint and governance systems
- Communicate with customers and stakeholders in a professional and empathetic manner
- Work closely with claims, underwriting, compliance and other internal teams
- Identify trends or recurring issues and contribute to process improvements
- Ensure all complaints are handled within required timeframes and regulatory standards
The ideal candidate:
- Experience in complaints handling, dispute resolution or remediation within insurance or financial services
- Strong understanding of complaints processes and regulatory frameworks (e.g. IDR/EDR)
- Excellent written and verbal communication skills
- Strong analytical and problem-solving ability
- High attention to detail and ability to manage multiple cases at once
- Confidence handling sensitive or complex customer situations
- Ability to work both independently and collaboratively
- A customer-focused mindset with sound judgement and professionalism
- Relevant qualifications in insurance, compliance, law or related fields (desirable)
If this sounds like the ideal role for you, apply today!
Any questions, please reach out to Niamh@maydayrecruitment.com
Any questions, please reach out to Niamh@maydayrecruitment.com
