Dispute Resolution Lead — Hybrid (Early Resolution)

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

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.