Senior Disputes & Complaints Lead

SG Fleet AU; Sydney; On-site; AUD 85,000 - 120,000; Full time

Benefits offered by this job

Wellness days

Parental leave (20 weeks)

Learning budget and LinkedIn Learning

Volunteer days

Health and wellbeing program

Job summary

SG Fleet AU seeks an experienced Internal Dispute Resolution specialist to oversee complex, high-risk complaints and support the IDR framework. You will act as a subject matter expert, guiding investigations, ensuring regulatory compliance, and driving improvements to customer experience and business outcomes.

You will analyze trends, coordinate the IDR process, and collaborate with Risk and Compliance to maintain alignment with regulatory requirements while delivering fair, balanced outcomes

Qualifications

• Completion of Year 12 (or equivalent) or relevant experience in complaints management, dispute resolution, financial services, insurance, customer advocacy or a related field
• Proven ability to build effective relationships and influence stakeholders across all levels of the business to achieve customer-focused outcomes
• Experience coaching, guidance, and subject matter expertise to others
• Demonstrated experience managing complex, escalated, or externally referred complaints
• Strong understanding of complaint handling regulatory requirements and dispute resolution frameworks
• Experience analysing complaint trends and identifying opportunities for business improvement
• Strong investigative, analytical, and problem-solving skills with the ability to assess information, identify root causes, and determine fair outcomes
• Excellent written and verbal communication skills for high-quality correspondence, reports, and recommendations
• Strong organisational and time management skills with the ability to manage multiple priorities and meet deadlines
• Proficiency in complaint management systems, case management tools, and Microsoft Office applications

Responsibilities

• Manage and resolve complex, high-risk, escalated, customer complaints, ensuring fair, consistent, customer-focused outcomes that align with regulatory obligations, organisational standards, and service level requirements
• Coordinate the day-to-day operation of the complaints function and Internal Dispute Resolution (IDR) process, overseeing workflow, case allocation and complaint monitoring to support efficient and effective resolution outcomes
• Act as a subject matter expert and escalation point for Complaints Resolution Specialists, providing guidance, coaching, and support on complex investigations, complaint handling best practice, and decision-making
• Support the governance and compliance framework for complaints management, including monitoring adherence to ASIC RG271 requirements, audits and regulatory reporting, and partnering with Risk and Compliance teams to maintain regulatory alignment
• Conduct root cause analysis and complaints reporting, identifying trends, emerging risks, and opportunities for process improvement, and providing actionable insights to support business decision-making
• Partner with stakeholders across the business to enhance complaints capability, providing training, advice, and support to drive consistent complaint handling practices and customer outcomes
• Contribute to the continuous improvement of complaints processes, systems, and frameworks, identifying opportunities to improve efficiency, compliance, customer experience, and overall business performance

Skills

Stakeholder management

Coaching/mentoring

Investigative thinking

Communication skills

Time management

Education

Year 12 completion or equivalent

Tools

Complaint management systems

Case management tools

Microsoft Office

Job description

SG Fleet AU seeks an experienced Internal Dispute Resolution specialist to oversee complex, high-risk complaints and support the IDR framework. You will act as a subject matter expert, guiding investigations, ensuring regulatory compliance, and driving improvements to customer experience and business outcomes.

You will analyze trends, coordinate the IDR process, and collaborate with Risk and Compliance to maintain alignment with regulatory requirements while delivering fair, balanced outcomes