Dispute Resolution Specialist

Your new company

A well-established organisation operating within the insurance and financial services sector is seeking a Complaint Officer to join its customer experience function. The company offers a fast-paced and collaborative environment with a strong focus on customer outcomes, regulatory compliance and continuous improvement.

Your new role

Reporting to the Customer Experience Manager, you will be responsible for managing and resolving both simple and complex customer complaints in line with regulatory requirements. You will investigate complaints thoroughly through the review of customer submissions, correspondence, call recordings and provider records to ensure fair and impartial outcomes.

You will carry out root cause analysis on upheld and compromise complaints, identify recurring issues and provide recommendations for corrective actions and process improvements. The role will involve close collaboration with internal departments and external stakeholders while ensuring all complaint handling timelines are adhered to.

Key duties will include:

• Managing complaints from initial investigation through to final resolution
• Reviewing case notes, customer correspondence and call recordings
• Making fair and objective decisions on disputed cases
• Conducting root cause and trend analysis
• Preparing written responses to complainants
• Escalating regulatory risks where necessary
• Maintaining accurate complaint records and documentation
• Supporting ongoing process improvement initiatives

This is a full-time position working 35 hours per week, Monday to Friday, with some flexibility required for occasional out of hours or on-call support.

What you'll need to succeed

To be considered for this role, you will ideally hold APA accreditation as a minimum, with CIP qualification preferred. Previous experience handling complaints within a regulated environment is essential.

You will also require:

• Strong understanding of complaint handling regulations
• Excellent written and verbal communication skills
• Strong letter writing and customer engagement ability
• Proven problem-solving and investigative skills
• Ability to manage complex cases independently
• Strong organisational and stakeholder management skills
• Experience working within insurance, financial services or a regulated environment
• Proficiency across Microsoft Office applications
• Ability to communicate complex information clearly and professionally

What you'll get in return

In return, you will join a supportive organisation that values professional development, customer service and employee wellbeing.

Benefits include:

• Service recognition days
• Quarterly attendance rewards
• Travel-related benefits
• Health insurance discounts
• Sports and social initiatives
• Bike to work scheme
• Travel pass support
• City centre office location
• Opportunity to work within an international business environment

What you need to do now

If you're interested in this role, click ‘apply now’ to forward an up-to-date copy of your CV, or contact us for a confidential discussion about your next career move.