Dispute Resolution Specialist - IDR

QBE Europe; Newcastle City Council; Hybrid; AUD 100,000 - 125,000; Full time

Job summary

A leading insurance organization seeks a customer-focused professional to manage disputes in Newcastle. This full-time role involves assessing claims, engaging stakeholders, and ensuring compliance with insurance laws. Ideal candidates have a background in insurance or legal fields, possess excellent problem-solving skills, and are passionate about delivering outstanding service. Join a supportive team culture with hybrid work options and comprehensive benefits.

Benefits

Hybrid Working

Life Leave

Discounts on insurance products

Qualifications

• Experience within a customer-focused disputes role.
• General insurance or legal background is advantageous.
• Solid understanding of risk, compliance, and policy.
• Passionate about providing a gold standard service.
• Excellent problem-solving and relationship-building skills.

Responsibilities

• Manage complaints and disputes for General Insurance products.
• Engage with customers and stakeholders.
• Ensure adherence to legal and organizational obligations.
• Proactively identify and solve systemic customer issues.

Skills

Coaching for success

Critical Thinking

Influencing

Insurance Claims Management

Stakeholder Management

Job description

Primary Details

Time Type: Full time

Worker Type: Employee

• Location: Parramatta, Newcastle, Brisbane, Melbourne, Adelaide or Perth
• Type: Permanent and 12-month Fixed Term Contract roles
• Hybrid role, Happy to talk flexible working

The opportunity

This is an exciting opportunity for a customer focused, insurance professional to join our highly supportive and dynamic team reporting into the Senior Manager, Internal Dispute Resolution.

This role will see you fulfilling a wide range of duties. You will be responsible for end-to-end management of complaints and dispute resolution for all General Insurance products. This will involve assessing, investigating and critically analysing policies, legislation and expert evidence.

You will be engaging with customers and internal external stakeholders as well as providing technical support and advice to claims and underwriting areas.

About QBE

At QBE, we get to the heart of what matters for our customers. And we do it all with a human touch.

We’re an international insurer with more than 13,000 people working across 26 countries – which means we’re big enough for your ambitions, yet small enough for you to make a real impact. It’s an exciting time. We’re building momentum towards our vision to become the most consistent and innovative risk partner.

What if you could have a positive impact – at work and in the world? As part of the QBE team, you’ll get to spend every day working with people who are passionate, talented and kind.

Your new role

Primary responsibilities:

• Undertake timely and accurate response to all complaints and disputes, providing a fair and reasonable outcome for the customer
• Proactively identify systemic causes of customer dissatisfaction and contribute to the development of solutions
• Work collaboratively and with internal and external business stakeholders
• Provide SME (subject matter expert) support for internal stakeholder enquiries in relation to decisions, General Insurance Code of Practice and the Insurance Contracts Act
• Ensure the organisational obligations under the law and the General Insurance Code of Practice are adhered to when managing complaints and disputes
• Prepare recommendations on process, product and service improvements to minimize recurrence or mitigation of issues

About you

We are looking for a confident, resolution focused individual who has a passion for delivering outstanding customer service. The ideal candidate is someone that has a wealth of experience within a similar role and can apply their skills, knowledge and expertise to ensure positive outcomes.

• Experience within a customer focused disputes role or similar
• General insurance or legal background is advantageous.
• Must have a solid understanding of risk, compliance, and policy
• Passionate about providing a gold standard service to our customers and stakeholders and ability to show high levels of empathy
• Excellent problem solving and relationship building skills
• Ability to influence and negotiate with internal and external stakeholders

Benefits

We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances. As a QBE employee you will have access to and benefit from:

• ‘Hybrid Working’ – a mix of working from home and in the office to enhance your work/life balance
• Life Leave, supporting the life events we all experience, leaving your annual leave for rest
• A range of discounts on insurance products, car hire, hotels, goods and services

To learn more about benefits of working with us, click here.

Rewards & Recognition

We value our employee’s experience with us and are proud to have been recognised for the following awards:

• 2025 Winner of Excellence in Diversity, Equity & Inclusion Award at the Insurance Business Australia Awards for our Respect@QBE program
• Platinum employer on the Australian Workplace Equality Index (AWEI) – the definitive national benchmark on LGBTQI+ workplace inclusion
• Ranked in the top ten in the AAGE Top Graduate Employers 2025 for medium sized program as voted by graduates

APPLY NOW and let’s make it happen!

If you’re looking for a career that combines your expertise and your empathy, click Apply today. Your career. At the heart of it.

Successful applicants will need to complete work rights, police and credit checks through our online provider as a condition of employment.

QBE recognise the value of diverse perspectives and experience. We are committed to an inclusive workplace where everyone feels valued and respected for who they are. If we can provide support with access requirements, alternative work arrangements or you would like to connect with one of our networks please contact us at [e-mail]

Skills: Coaching for success, Cost Management, Critical Thinking, Decision Making, Influencing, Insurance Claims Management, Intentional collaboration, Managing performance, Navigating ambiguity, Persuasion, Risk Management, Stakeholder Management, Strategic Agility, Strategic Leadership, Strategic Planning

Application Close Date: 11/01/2026 11:59 PM

How to Apply:

To submit your application, click "Apply" and follow the step by step process.

Equal Employment Opportunity:

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.