Reporting to the Group Manager-Customer, you'll be responsible for leading and influencing Internal and External Dispute Resolution (IDR & EDR) activities while partnering closely with Customer, Risk, Compliance, Legal and Technology teams. You'll analyse complaint trends, provide meaningful reporting and insights, support complaint handlers, and drive initiatives that improve both customer outcomes and operational performance.

This role has no direct reports initially but offers genuine leadership opportunities through coaching, mentoring and influencing stakeholders across the organisation. As the function continues to evolve, there is strong potential for future people leadership.

Key Responsibilities

- Lead continuous improvement across the customer resolution framework
- Analyse complaint data to identify trends, risks and improvement opportunities
- Develop reporting and dashboards that provide meaningful business insights
- Drive process improvement initiatives and address root causes of customer complaints
- Coach and support complaint handlers to build capability and consistency
- Manage complex and escalated customer complaints
- Build strong relationships with AFCA and key internal stakeholders
- Support regulatory reporting, governance and compliance activities
- Influence cross-functional teams to deliver improved customer outcomes

About You

To be successful in this role, you'll bring:

- Experience within financial services,



insurance or non-bank lending
- Strong experience managing complaints, customer advocacy or dispute resolution
- Sound understanding of IDR, EDR and complaint handling frameworks
- Experience working with AFCA and regulatory complaints
- Solid stakeholder management and influencing skills
- Excellent analytical skills with advanced Excel and Microsoft Office capability
- Experience using data and reporting to identify trends and drive business improvements
- A collaborative leadership style with a passion for coaching and mentoring others

Experience with Tableau, AI, automation or continuous improvement initiatives will be highly regarded.

Why Apply?

This is an prospect to step into a highly visible role where you'll help shape the future of customer resolution within a growing financial services organisation.

- The opportunity to influence strategy and improve customer outcomes
- A collaborative, high-performing and supportive team environment
- Exposure across multiple business functions
- Genuine career development and future leadership opportunities
- A business that values curiosity, accountability, collaboration and continuous learning.

If you're looking for a role where you can combine customer advocacy, complaint resolution, stakeholder engagement and data-driven improvement, we'd love to hear from you.

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📌 Customer Resolution Lead (Melbourne)
🏢 The Recruitment Company
📍 Melbourne