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About the Role
This role involves the end-to-end management of complaints and dispute resolution for all General Insurance products, requiring assessment, investigation, and critical analysis of policies, legislation, and expert evidence.
Responsibilities
- 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 (subject matter expert) support for internal stakeholder enquiries in relation to decisions, General Insurance Code of Practice and the Insurance Contracts Act
- Ensure the 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 minimize recurrence or mitigation of issues
Requirements
- 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
- Successful applicants will need to complete work rights, police and credit checks through our online provider as a condition of employment.
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 Management
- Time Management
- Working Independently
Location
- Open to all QBE office locations
Work Type
- Full time
- Employee
- 12-month Fixed Term Contract
- Hybrid role
- flexible working
Benefits
- ‘Hybrid Working’ – a mix of working from home and in the office to enhance your work/life balance
- Life Leave, supporting the life events we all experience, leaving your annual leave for rest
- 18 weeks’ gender-equal flexible leave for all new parents, including paid super
- A range of discounts on insurance products, car hire, hotels, goods and services
About the Company
- At QBE, we get to the heart of what matters for our customers. And we do it all with a human touch.
- We’re an international insurer with more than 13,000 people working across 26 countries – which means we’re big enough for your ambitions, yet small enough for you to make a real impact.
- It’s an exciting time. We’re building momentum towards our vision to become the most consistent and innovative risk partner.
- What if you could have a positive impact – at work and in the world?
- As part of the QBE team, you’ll get to spend every day working with people who are passionate, talented and kind.
- We are an international insurer and reinsurer offering a diverse portfolio of commercial, personal and specialty products, as well as risk management solutions.
- Our product portfolio includes property, motor, crop, energy, marine and aviation.
- We employ a team of around 13,000 people in 26 countries around the world.
- Learn more about QBE Careers today.
Equal Opportunity
- QBE recognise the value of diverse perspectives and experience.
- We are committed to an inclusive workplace where everyone feels valued and respected for who they are.
- If we can provide support with access requirements, alternative work arrangements or you would like to connect with one of our networks please contact us at recruitment@qbe.com.
- QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.