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The Dispute Resolution Lead, Early Resolution is a key role which supports the Dispute Resolution Manager in effectively managing the day-to-day operations of the team. You will be coaching the team to deliver effective and efficient complaints management and customer service.

What does a day in the role look like?

Working alongside the co-Lead, you will be responsible for the day-to-day operations of the team, including:

- monitoring and timely progression of incoming cases for potential trends/issues
- acting as the first point of escalation
- conducting monthly 1:1's
- providing appropriate advice for best practice dispute resolution.





You will also provide relevant reporting and monitor telephony performance to meet relevant KPIs and drive quality performance to ensure customers are provided with outstanding customer service by providing information relevant to resolve their complaint/enquiry.

To be successful in this role:

You will have a keen interest in operations, performance improvement, ability to interpret laws and policy, and a sound knowledge of our complaint handling practice.

The successful candidate will also:

- be passionate, strategic, quality focused and have outstanding time management skills
- possess highly developed computer literacy skills, Word, Outlook, Excel (Intermediate level) and PowerPoint (Intermediate level)
- have demonstrated in-depth knowledge of DR processes, therefore a minimum tenure of 12 months to apply.
- be available to work full-time (based on 75hr contract).

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📌 Senior Dispute Resolution Specialist – Scams (Sydney)
🏢 Australian Financial Complaints Authority
📍 Sydney