Take the next step. Be part of something bigger at Suncorp.
* Hybrid working with flexible leave and wellbeing support
* Use your complaints expertise to deliver fair customer outcomes
* Career development within a purpose-led insurance group
Support customers at critical moments by resolving complaints fairly and transparently, while building a meaningful career in dispute resolution.
About the Role
As an Internal Dispute Resolution Specialist, you will manage and resolve customer complaints across general insurance products. You will balance customer advocacy with regulatory obligations, delivering clear, fair outcomes aligned to the General Insurance Code of Practice and ASIC RG271. You will contribute insights that improve customer experience, processes, and decision-making across the business.
We currently have several permanent and max term contracts available, due to team growth.
What You'll Do
* Investigate and resolve verbal and written customer complaints, ensuring outcomes are fair, consistent, and compliant with regulatory requirements
* Communicate complaint decisions clearly through written responses and verbal conversations that explain reasoning and next steps
* Accurately record and manage complaints in the complaint management system, maintaining strong attention to detail
* Review business decisions, policies, and claims outcomes to assess fairness and identify improvement opportunities
* Partner with internal teams including Claims, Legal, Fraud, and Customer Advocate teams to support effective resolution
* Share insights and recommendations that support product, system, and process improvements
What You'll Bring
* Demonstrated experience handling customer complaints within insurance, with the ability to assess complex issues and apply discretion appropriately
* Strong understanding of general insurance products, claims processes, and complaint resolution frameworks, including AFCA Rules
* Ability to communicate clearly and empathetically, adapting your approach to support customers during sensitive situations
* Proven ability to manage competing priorities, meet timeframes, and maintain quality standards in a structured environment
* Analytical skills to evaluate information, make balanced decisions, and document outcomes accurately
* Comfort working independently while contributing positively within a close‐knit, professional team
What You'll Enjoy
Access our award‐winning Shine platform – your central hub for exclusive perks, wellbeing support, career development, and recognition. Shine has been recognised for excellence in employee experience, making it easier than ever to access what matters most to you.
* Hybrid working, flexible leave, 20 weeks paid parental leave, and up to 5 days paid flexible leave annually
* Paid study support, career breaks, on-the-job learning, and a $1,000 referral bonus for eligible employees
* Free wellbeing coaching, a dedicated Employee Council, and confidential EAP access
* Discounts at 400+ retailers, insurance savings, gym memberships, and reduced super fees
* Paid volunteer leave, donation matching, and unlimited emergency response leave
* Performance‐based bonuses and Suncorp shares for eligible employees
* Diversity is celebrated through employee resource groups and inclusive policies for all families
At Suncorp we believe we are our best when our workforce is as diverse, talented and passionate as the communities in which we live and operate, and where our people feel included, valued and connected. We are passionate about inspiring our people by creating a diverse, accessible, and inclusive culture, offering flexible work, career development and internal mobility, and building connected relationships amongst our team members and with our customers.
Advertised: 19 Mar 2026 AUS Eastern Daylight TimeApplications close:
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