Join an Experienced & Supportive Team – Springwood Office
We are currently seeking an experienced IDR/EDR Complaints Officer to join our growing team based in Springwood. This is an excellent opportunity for someone with strong dispute resolution experience who is looking to work within a fast-paced and professional environment alongside a highly experienced team.
This is a full-time, office-based role working 5 days per week, with flexible start and finish times available.
About the Role You will be responsible for managing customer complaints and dispute resolution matters across both Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) processes. The role requires strong written communication skills, attention to detail, and the ability to manage matters from commencement through to resolution.
Key Responsibilities
Managing IDR and EDR complaints from initial review through to resolution
Drafting professional responses to customers, AFCA, and other external stakeholders
Reviewing customer accounts, supporting documentation, and regulatory obligations
Liaising with internal departments to investigate complaints and gather information
Ensuring compliance with relevant legislation, RG271,
and internal policies
Identifying opportunities for process improvement and complaint reduction
Maintaining accurate records and case notes
About You To be successful in this role, you will ideally have:
Previous experience in an IDR/EDR, complaints, hardship, collections, or financial services role
Strong knowledge of AFCA processes and regulatory requirements
Excellent written and verbal communication skills
Strong attention to detail and organisational skills
The ability to work independently while also contributing to a collaborative team environment
Confidence managing sensitive or escalated customer matters professionally
What We Offer
Adaptable start and finish times
Supportive and experienced team environment
Stable full-time office-based role
Opportunity to further develop your compliance and dispute resolution experience
Modern office environment located in Springwood
If you are looking to join a professional and experienced team where your skills and knowledge will be valued, we would love to hear from you.