Location & Type
* Location: Open to all QBE office locations
* Type: 12-month Fixed Term Contract, full time
* Hybrid role, happy to talk flexible working
Opportunity
This is an exciting opportunity for a customer focused, insurance professional to join our highly dynamic team – reporting into the Senior Manager, Internal Dispute Resolution. This role will see you fulfilling a wide range of duties for end‐to‐end management of complaints and dispute resolution for all General Insurance products. This will involve assessing, investigating and critically analysing policies, legislation and expert evidence.
About QBE
At QBE, we get to the heart of what matters for our customers. We're an international insurer with more than 13,000 people working across 26 countries, building momentum towards becoming the most consistent and innovative risk partner.
New Role
You will be engaging with customers and both internal & external stakeholders as well as providing technical support and advice to claims and underwriting areas. You will:
* Undertake timely and accurate responses to all complaints and disputes, providing a fair and reasonable outcome for the customer
* Proactively identify systemic causes of customer dissatisfaction and contribute to the development of solutions
* Manage internal and external business stakeholder relationships
* Provide SME support for internal stakeholder enquiries in relation to decisions, General Insurance Code of Practice and the Insurance Contracts Act
* Ensure organisational obligations under the law and the General Insurance Code of Practice are adhered to when managing complaints and disputes
* Prepare recommendations on process, product and service improvements to minimise recurrence or mitigation of issues
About You
We are looking for a confident, resolution focused individual who has a passion for delivering outstanding customer service. The ideal candidate is someone that has a wealth of experience within a similar role and can apply their skills, knowledge and expertise to ensure positive outcomes. You will also have:
* Proven experience in dispute resolution
* Strong, practical knowledge of general insurance
* A solid understanding of risk, compliance and policy frameworks
* A commitment to delivering gold‐standard service to customers and stakeholders
* A solution‐focused mindset with excellent problem‐solving and relationship‐building skills
* The ability to influence and negotiate effectively with both internal and external stakeholders
Benefits
* Hybrid Working – a mix of working from home and in the office to enhance work/life balance
* Life Leave, supporting life events, allowing you to take annual leave for rest
* 18 weeks gender‐equal flexible leave for new parents, including paid super
* A range of discounts on insurance products, car hire, hotels, goods and services
Rewards & Recognition
* 2025 Winner of Excellence in Diversity, Equity & Inclusion Award at the Insurance Business Australia Awards for our Respect@QBE program
* Platinum employer on the Australian Workplace Equality Index (AWEI)
* Ranked in the top ten in the AAGE Top Graduate Employers 2025 for medium sized program
Skills
* Analytical Thinking
* Complaint Management
* Conflict Resolution
* Critical Thinking
* Customer Value Management
* Financial Risk Management (FRM)
* Insurance Underwriting
* Intentional collaboration
* Managing performance
* Portfolio Management
* Risk Management
* Stakeholder Management
* Strategic ManagementTime Management
* Working Independently
Equal Employment Opportunity
QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.
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