Job Description
Complaints & Customer Resolution Analyst
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A leading Tier 1 insurance organisation is seeking a Complaints & Customer Resolution Analyst to join their Legal & Compliance function. This is a high-impact contract role supporting the investigation and resolution of customer complaints across Australia and Current Zealand.
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You will play a key role in delivering fair customer outcomes while ensuring compliance with regulatory frameworks and industry standards.
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Key Responsibilities
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Investigate and resolve customer complaints across retail and wholesale insurance products
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Prepare Internal Dispute Resolution (IDR) determinations
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Manage External Dispute Resolution (EDR) responses (including AFCA)
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Liaise with internal stakeholders, regulators, and external bodies
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Attend conciliation conferences and support dispute resolution outcomes
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Conduct root cause analysis and identify trends and improvement opportunities
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Identify and escalate compliance breaches, risks,



and potential legal issues
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Maintain accurate records and reporting aligned to regulatory obligations
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About You
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Proven experience in complaints handling
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Understanding of the end to end claims process
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Excellent analytical and problem-solving capability
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Strong written and verbal communication skills
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High attention to detail and ability to manage multiple cases simultaneously
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Ability to work both autonomously and collaboratively
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Why Apply
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Opportunity to join a globally recognised Tier 1 insurer
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Work within a high-performing compliance and risk team
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Gain exposure to complex dispute resolution and regulatory processes
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Competitive hourly rate with potential for extension
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If this aligns with your background, apply now for immediately consideration
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📌 Complaints + Customer Resolution Analyst (New South Wales)
🏢 Cox Purtell Staffing Services
📍 New South Wales