Dispute Resolution Lead

EWON; New South Wales; On-site; AUD 90,000 - 120,000; Full time

Job summary

EWON is seeking a Dispute Resolution Lead, Early Resolution to support the Dispute Resolution Manager in day-to-day team operations and complaints handling. You will coach the team to deliver effective customer service and ensure timely progression of cases.

You will manage reporting, monitor telephony KPIs, and deliver high-quality dispute resolution guidance to customers. A focus on operations improvement and policy interpretation is essential.

Qualifications

• Minimum tenure of 12 months in DR processes.
• Proficient with Word, Outlook, Excel and PowerPoint at an intermediate level.
• Ability to interpret laws and policy related to complaint handling.

Responsibilities

• Monitor and progress incoming cases for potential trends/issues.
• Act as the first point of escalation.
• Conduct monthly 1:1s.
• Check correspondence and provide appropriate advice for best practice dispute resolution.
• Provide reporting and monitor telephony performance to meet KPIs and drive quality customer service.

Skills

Word

Outlook

Excel

PowerPoint

Job description

About the role

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
• checking correspondence
• 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 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 on 75hr contract).

If you have any questions about this opportunity, please contact Natalie Stuart-Gregoryor Monique Heighes.