Dispute Resolution Lawyer — Hybrid, Mentored Growth

Maddocks; Sydney; Remote; AUD 110,000 - 150,000; Full time

Job summary

Maddocks is seeking a Dispute Resolution Lead, Early Resolution to support the Dispute Resolution Manager in day-to-day operations and coaching a team to deliver effective complaints management and customer service.

You will monitor case progression, escalate where needed, conduct monthly 1:1s, provide best-practice guidance, and deliver reporting to meet KPIs and drive service quality across Sydney, Melbourne, and remote NZ locations.

Qualifications

• Experience in dispute resolution and customer service leadership.
• Proven ability to coach and develop a high-performing team.
• Strong reporting and KPI management skills.
• Proficiency in MS Office (Word, Outlook, Excel, PowerPoint) with intermediate-level capabilities.

Responsibilities

• Monitor and progress incoming cases for trends/issues.
• Act as first point of escalation for disputes.
• Conduct monthly 1:1s with team members.
• Provide guidance on best-practice dispute resolution.

Skills

Dispute resolution

Coaching

Team leadership

KPIs

Communication

Time management

MS Office

Tools

Word

Outlook

Excel

PowerPoint

Job description

Dispute Resolution Lead, Early Resolution

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.

• 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.

• be passionate, strategic, quality focused and have great 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 75hr contract).

Contact Natalie Stuart-Gregory or Monique Heighes.

• Sydney


• Melbourne


• Home based - New Zealand


• New Zealand - Auckland


• New Zealand - Wellington


• Australia


• Brisbane