Senior Dispute Resolution Specialist — Hybrid & Impactful

Australian Financial Complaints Authority Limited; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

Australian Financial Complaints Authority Limited in Sydney seeks a Senior Dispute Resolution Specialist (Hybrid) to support the Dispute Resolution Lead in managing daily ops, coaching the team and delivering efficient complaints handling and customer service.

You will monitor cases, escalate issues, conduct monthly 1:1s, and provide advice on best practice dispute resolution while delivering actionable reporting and ensuring KPI targets are met in a busy, customer-focused environment.

Qualifications

• Interest in operations and performance improvement; interpret laws and policy.
• Sound knowledge of complaint handling practice.
• Minimum tenure of 12 months to apply; full-time based on 75hr contract.

Responsibilities

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

Skills

Coaching

Customer service

Performance improvement

Analytical thinking

Dispute resolution

Tools

Word

Outlook

Excel

PowerPoint

Job description

Senior Dispute Resolution Specialist (Hybrid) - Impactful - Sydney

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?

• 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

Applications close on midday Wednesday 11 November 2026.

Applications close on midday Wednesday 11 November 2026.