Internal Dispute Resolution Officer

Job description

Internal Dispute Resolution Officer – Travel Brisbane, Australia Drive Customer Outcomes in a Digitally-Enabled, Data-Driven Environment We’re looking for a customer-obsessed, analytically-minded Internal Dispute Resolution Officer to join our Travel team. In this role, you’ll sit at the centre of our customer experience ecosystem , leveraging data insights, digital tools, and AI-enabled processes to deliver fair, fast, and compliant complaint resolutions. This is your opportunity to play a key role in shaping a future-ready complaints function , contributing to continuous improvement, automation uplift, and enhanced customer journeys across Australia and New Zealand. What You’ll Do Customer & Dispute Resolution: Data, Insights & Continuous Improvement Stakeholder & Cross-Functional Collaboration ⚖️ Risk, Compliance & Governance ✅ What You Bring - Manage end-to-end customer complaints using a data-led, insight-driven approach - Conduct complex investigations , leveraging digital systems and analytics to validate claims - Deliver empathetic, high-quality resolutions with a customer-first, human-centred mindset - Effectively manage omnichannel communications (phone, email, digital pl...