Senior Complaints Resolution & IDR Lead

SG Fleet; Sydney; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Wellness days

Paid parental leave (20 weeks)

Education budget and LinkedIn Learning

Volunteer days (2 per year)

Employee assistance program

Job summary

SG Fleet is seeking a seasoned Complaints Resolution professional to oversee complex, high-risk, escalated customer complaints within the Internal Dispute Resolution framework. You’ll act as a subject matter expert, ensuring regulatory compliance and driving continuous improvement to enhance customer experience and business outcomes.

The role involves guiding Complaints Resolution Specialists, analyzing trends, and partnering with Risk and Compliance teams to maintain regulatory alignment.

Qualifications

• Experience handling complex, escalated or externally referred complaints with regulatory considerations.

Responsibilities

• Manage and resolve complex, high-risk, escalated customer complaints in line with regulatory obligations.

Skills

Complex complaints handling

Regulatory compliance

Stakeholder influence

Coaching/mentoring

Investigations & root-cause analysis

Education

Year 12 or equivalent

Tools

Complaint management systems

Case management tools

MS Office

Job description

SG Fleet is seeking a seasoned Complaints Resolution professional to oversee complex, high-risk, escalated customer complaints within the Internal Dispute Resolution framework. You’ll act as a subject matter expert, ensuring regulatory compliance and driving continuous improvement to enhance customer experience and business outcomes.

The role involves guiding Complaints Resolution Specialists, analyzing trends, and partnering with Risk and Compliance teams to maintain regulatory alignment.