Internal Dispute Resolution Officer

Job description

Travel Internal Dispute Resolution Officer Brisbane | Hybrid Working Available At Allianz Partners, we're committed to delivering exceptional customer outcomes when it matters most. We are seeking an experienced Internal Dispute Resolution Officer to join our Travel Complaints team and play a critical role in resolving customer complaints, improving processes, and driving positive customer experiences across Australia and New Zealand. This is an opportunity for a customer-focused professional with experience in complaints management, dispute resolution, or financial services who thrives in a fast-paced environment where customer advocacy, analytical thinking, and continuous improvement are highly valued. What You'll Be Doing As our Internal Dispute Resolution Officer, you'll manage complex customer complaints and disputes from investigation through to resolution while ensuring compliance with regulatory requirements and industry standards. Key Responsibilities Investigate and resolve customer complaints and disputes in accordance with regulatory and business requirements. Conduct detailed reviews of disputed claims and gather evidence to support fair and balanced outcomes. Manage inbound and outbound customer conversations with empathy, professionalism, and a customer-first mindset. Ensure complaint handling timeframes are met within regulatory obligations. Maintain accurate records, reporting, and complaint insights. Analyse complaint trends and identify opportunities to improve customer experiences, processes, systems, and service delivery. Partner with key stakeholders across the business to influence positive change and improve operational outcomes. Contribute to a culture of continuous improvement by leveraging customer insights and emerging technologies to support smarter ways of working. Collaborate with internal and external dispute resolution teams to ensure best-practice complaint management approaches. About You We're looking for someone who combines strong investigation skills with excellent stakeholder management and customer advocacy capabilities. You'll Bring Proven experience in complaints management, dispute resolution, customer advocacy, or internal dispute resolution within financial services or insurance. Strong understanding of customer complaint handling frameworks and regulatory requirements. Experience working with the General Insurance Code of Practice (GICOP) or equivalent complaint resolution frameworks. Exceptional written and verbal communication skills. Strong negotiation and conflict resolution capabilities. Demonstrated ability to manage challenging customer interactions and de-escalate complex situations. Excellent attention to detail, time management, and organisational skills. Advanced customer service experience with a genuine passion for achieving fair customer outcomes. Strong analytical skills with the ability to identify trends and recommend improvements. Confidence working with data, technology, digital platforms, and evolving business tools. Why Join Allianz Partners? At Allianz Partners, we're building a workplace that embraces innovation, customer-centricity, and continuous improvement. You'll join a collaborative team where your insights directly influence customer outcomes and business improvements. What We Offer Competitive salary and employee benefits. Hybrid and flexible working arrangements. Career development and progression opportunities. Supportive and inclusive team culture. Global organisation with strong local presence. Opportunities to contribute to process improvement, digital transformation, and customer experience initiatives. If you're passionate about resolving complex issues, advocating for customers, and helping shape better outcomes through insight, innovation, and continuous improvement, we'd love to hear from you. Apply now and help us deliver exceptional customer experiences when they 107691 | Operations | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. Join us . Let's care for tomorrow.