Customer Complaints and Resolutions Analyst

Cox Purtell; North Sydney Council; Hybrid; AUD 55,000 - 62,000; Full time

Job summary

Cox Purtell is seeking a Complaints & Customer Resolution Analyst in Sydney for a hybrid, contract role. You will investigate complaints, prepare IDR determinations and manage EDR responses across Australia and NZ, supporting fair customer outcomes.

The role requires strong analytical and communication skills, end-to-end claims understanding, and the ability to handle multiple cases with attention to detail within a compliance framework. Contract runs ASAP until 30 April 2027.

Qualifications

• Proven experience in complaints handling.
• Understanding of the end-to-end claims process.
• Strong written and verbal communication skills.
• High attention to detail and multi-case management.
• Ability to work autonomously and in a team.

Responsibilities

• Investigate and resolve customer complaints across insurance products.
• Prepare Internal Dispute Resolution (IDR) determinations.
• Manage External Dispute Resolution (EDR) responses (including AFCA).
• Liaise with regulators and internal/external stakeholders.
• Attend conciliation conferences and support dispute resolution outcomes.
• Conduct root cause analysis and identify trends and improvement opportunities.
• Identify and elevate compliance breaches, risks and potential legal issues.
• Maintain accurate records and regulatory reporting.

Skills

Complaints handling

Claims process understanding

Analytical skills

Communication skills

Attention to detail

Autonomous & collaborative

Job description

Complaints & Customer Resolution Analyst

Sydney | Hybrid | $40-45ph + Super | ASAP till April 30th 2027

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 New Zealand.

You will play a key role in delivering fair customer outcomes while ensuring compliance with regulatory frameworks and industry standards.

Key Responsibilities

• Investigate and resolve customer complaints across retail and wholesale insurance products
• Prepare Internal Dispute Resolution (IDR) determinations
• Manage External Dispute Resolution (EDR) responses (including AFCA)
• Liaise with internal stakeholders, regulators, and external bodies
• Attend conciliation conferences and support dispute resolution outcomes
• Conduct root cause analysis and identify trends and improvement opportunities
• Identify and elevate compliance breaches, risks, and potential legal issues
• Maintain accurate records and reporting aligned to regulatory obligations

About You

• Proven experience in complaints handling
• Understanding of the end to end claims process
• Excellent analytical and problem-solving capability
• Strong written and verbal communication skills
• High attention to detail and ability to manage multiple cases simultaneously
• Ability to work both autonomously and collaboratively

Why Apply

• Opportunity to join a globally recognised Tier 1 insurer
• Work within a high-performing compliance and risk team
• Gain exposure to complex dispute resolution and regulatory processes
• Competitive hourly rate with potential for extension