Internal Dispute Resolution Officer (Travel)

Brisbane, QLD | Hybrid Working

Help Shape Better Customer Outcomes

At Allianz Partners, we're committed to delivering fair, customer-focused outcomes while continuously improving the experience we provide to our customers. We're looking for an experienced Internal Dispute Resolution Officer to join our Travel Complaints team and play a key role in resolving complex customer complaints, driving insights, and supporting service excellence across Australia and New Zealand.

This role is ideal for a highly organised and analytical professional who enjoys problem-solving, investigating complex matters, and influencing positive change through customer feedback and operational insights.

About the Role

Reporting to the Travel Complaints Team Leader, you will be responsible for managing end-to-end customer complaints and disputes, ensuring outcomes align with business, contractual, regulatory and customer expectations.

You will:

Investigate and resolve complex customer complaints and disputes.
Gather and assess information to determine fair and balanced outcomes.
Engage with customers through written and verbal communication with empathy and professionalism.
Manage complaint timeframes in line with regulatory obligations.
Maintain accurate records, reporting and complaint metrics.
Identify trends, root causes and opportunities for service improvement.
Partner with stakeholders across operations, claims, customer service, risk and compliance teams.
Contribute to continuous improvement initiatives that enhance customer experience and operational effectiveness.
Share insights and best practices to support complaint avoidance and improved customer outcomes.

About You

You are naturally curious, solutions-focused and comfortable working with complex information to make balanced decisions.

You'll bring:

Experience in complaints management, dispute resolution or customer advocacy within financial services, insurance or a regulated environment.
A strong understanding of customer resolution principles and complaint handling frameworks.
Experience working with the General Insurance Code of Practice (GICOP) or similar regulatory frameworks.
Exceptional written communication and documentation skills.
Strong analytical and investigative capability.
Ability to build credibility and influence stakeholders across multiple business functions.
Advanced customer service skills and experience managing sensitive or escalated customer matters.
Excellent organisation, prioritisation and time management skills.

What Will Make You Successful

We're looking for someone who:

Uses data and customer feedback to identify trends and opportunities for improvement.
Embraces new systems, tools and ways of working.
Enjoys solving problems and simplifying complex issues.
Can balance customer advocacy with risk and compliance requirements.
Takes ownership, exercises sound judgement and thrives in a changing environment.
Has a continuous improvement mindset and a passion for delivering better customer experiences.

Why Allianz Partners?

Hybrid working arrangements.
Supportive and collaborative team culture.
Opportunities for career growth and development.
Meaningful work that directly impacts customer outcomes.
Exposure to continuous improvement and customer experience initiatives across Australia and New Zealand.

If you're passionate about resolving complex issues, improving customer outcomes and contributing to a high-performing team, we'd love to hear from you.

Dispute Resolution Officer