About the Role In this role, you'll be the key point of contact for escalated complaints and disputes—playing a critical part in achieving fair, timely outcomes for customers. Sitting within a centralised, independently operating team, you’ll work across multiple departments and external stakeholders, ensuring compliance with regulatory frameworks while delivering best-practice customer care. Key Responsibilities Manage unresolved complaints and disputes in line with internal policies and external regulatory obligations. Communicate clearly and empathetically with customers and stakeholders, delivering exceptional service. Prepare well-documented, policy-aligned decisions and liaise with external bodies including AFCA and underwriters where necessary. Identify trends and contribute feedback that supports broader business improvements and systemic issue resolution. Maintain accurate records and support reporting obligations, including weekly, monthly and ad hoc metrics. Stay informed of evolving industry standards, legislative requirements, and best-practice dispute resolution. About You Minimum 3 years’ experience in insurance claims—ideally travel-related. Strong experience in complaint handling or dispute resolution. Confident communicator with excellent written skills and a high level of emotional intelligence. Sound knowledge of the General Insurance Code of Practice, AFCA, and other relevant regulatory frameworks. High attention to detail and capable of managing competing priorities. Comfortable using Microsoft Office and CRM/reporting tools; RG165 or similar qualification is advantageous. Why You’ll Thrive Here Join a trusted, values-led business with a strong emphasis on fairness, care and doing what’s right. Work alongside a collaborative, supportive team that puts customers first. Enjoy flexible working arrangements and a people-first culture. Please reach to Jaz, if you would like to find out more jkuthubdeen@launchrecruitment.com.au or alternatively call 0421 881 268