Lawyer, Dispute Resolution

Macquarie Group; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Macquarie Group is seeking a Dispute Resolution Lead to support the Dispute Resolution Manager in day-to-day operations and to coach the team to deliver effective complaints management and customer service.

You will work with the co-Lead on operations, provide case progression oversight, and drive reporting and performance metrics to ensure quality outcomes for customers.

Qualifications

• Interest in operations and performance improvement
• Ability to interpret laws and policy
• Knowledge of complaint handling practice

Responsibilities

• Monitor and ensure timely progression of incoming cases and identify potential trends/issues
• Act as the first point of escalation for team
• Conduct monthly 1:1s with team members
• Provide appropriate advice for best practice dispute resolution
• Provide relevant reporting and monitor telephony performance to meet KPIs and drive quality customer service

Skills

DR processes

Word

Outlook

Excel

PowerPoint

Job description

Dispute Resolution Lead

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
• 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).

Applications close on midday , Wednesday 11 November 2026.