About the Role

We are seeking expressions of interest for a Dispute Resolution Lead to join the Investigations team.

As the Dispute Resolution Lead, you will manage the day-to-day operations of the team, ensuring high performance in complaints management and customer service. This role is pivotal in providing quality training, coaching, and support to the team while delivering efficient and effective dispute resolution services.

Key Accountabilities

- Oversee team operations, ensuring resources are efficiently allocated to manage workloads.
- Act as the first point of escalation for issues and complaints, managing complex cases, facilitating resolutions and providing outstanding customer service.
- Provide relevant and timely case data for reporting and lead regular team meetings.
- Support recruitment, training, and the continuous development of team members.
- Identify systemic issues and improvement opportunities to streamline and enhance complaint management processes.




- Develop and implement training and coaching strategies to enhance team performance and uplift the overall complaints experience.

How to Apply For more information about the role please see the position description.

You can submit your application via the internal career portal by attaching a current resume and cover letter outlining why you are interested in the role, and how your skills and experience make you a solid candidate for the role.

The recruitment process will include:

1. review of your application
2. interview with relevant department panel
3. profiling questionnaire on your preferred behavioural style at work
4. review of your performance development plan.

Applications close 5 October 2026.

If you have any questions about this opportunity, please contact Natalie Stuart-Gregory, Dispute Resolution Manager, Investigations.

📌 Dispute Resolution Lead (Sydney)
🏢 EWON
📍 Sydney