Dispute Resolution Specialist (Customer Resolutions)

We're looking for an experienced professional to join our Customer Relations team and manage complex complaints and dispute resolution matters across a range of pet insurance brands.

This is not a traditional customer service role. Success in this role comes from your ability to investigate complex issues, assess evidence, exercise sound judgement and communicate decisions clearly and professionally, particularly when dealing with vulnerable customers or emotionally charged situations.

About the Role

As a Dispute Resolution Specialist, you'll take ownership of customer complaints and disputes from initial receipt through to resolution.

 You'll investigate matters across multiple channels, assess information from a range of stakeholders and deliver fair, balanced and defensible customer outcomes.

 You'll also identify systemic issues, emerging risks and opportunities to improve products, processes and customer experiences.

Key Responsibilities

• Investigate and resolve customer complaints and disputes end-to-end.
• Assess evidence, policy, process and customer circumstances to determine appropriate outcomes.
• Support vulnerable customers and manage sensitive customer situations with empathy and professionalism.
• Prepare high-quality written responses, case summaries and complaint determinations.
• Manage internal and external dispute resolution matters, including engagement with AFCA where required.
• Build strong relationships across Claims, Customer Service, Product, Legal, Compliance and Brand Partner teams.
• Identify complaint trends, emerging risks and opportunities for process improvement.
• Contribute to fair customer outcomes while balancing regulatory obligations, policy intent and business considerations.

About You

You may come from a background in:

• Complaints Management
• Dispute Resolution
• Customer Advocacy
• Insurance Claims
• Financial Services
• Regulatory or Ombudsman environments
• Escalations or Complex Case Management

What You'll Bring

• Strong analytical and investigative capability.
• Excellent judgement and decision-making skills.
• Ability to assess complex information and reach balanced conclusions.
• Exceptional written communication skills.
• Strong stakeholder management and influencing capability.
• Resilience and professionalism in emotionally charged or adversarial situations.
• Ability to balance customer, commercial and regulatory considerations.
• Strong attention to detail and case management skills.

Why Join PetSure?

You'll have the opportunity to work on complex and meaningful matters that directly impact customer outcomes, business improvements and regulatory compliance.

 This role is ideally suited to someone who enjoys solving complex problems, influencing outcomes and delivering fair, considered decisions rather than following scripts or standard processes.

 If you're looking for a role that combines investigation, customer advocacy, dispute resolution and decision-making, we'd love to hear from you.