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.

About The Role

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 solid 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:

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