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 ResponsibilitiesLead continuous improvement across the customer resolution frameworkAnalyse complaint data to identify trends, risks and improvement opportunitiesDevelop reporting and dashboards that provide meaningful business insightsDrive process improvement initiatives and address root causes of customer complaintsCoach and support complaint handlers to build capability and consistencyManage complex and escalated customer complaintsBuild strong relationships with AFCA and key internal stakeholdersSupport regulatory reporting, governance and compliance activitiesInfluence cross-functional teams to deliver improved customer outcomesAbout YouTo be successful in this role, you'll bring:Experience within financial services,



insurance or non-bank lendingStrong experience managing complaints, customer advocacy or dispute resolutionSound understanding of IDR, EDR and complaint handling frameworksExperience working with AFCA and regulatory complaintsStrong stakeholder management and influencing skillsExcellent analytical skills with advanced Excel and Microsoft Office capabilityExperience using data and reporting to identify trends and drive business improvementsA collaborative leadership style with a passion for coaching and mentoring othersExperience 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 outcomesA collaborative, high-performing and supportive team environmentExposure across multiple business functionsGenuine career development and future leadership opportunitiesA 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