Customer Complaints and Resolutions Analyst
Cox Purtell ·www.coxpurtell.com.au
Apply directComplaints & Customer Resolution Analyst
Sydney | Hybrid | $40-45ph + Super | ASAP till April 30th 2027
A leading Tier 1 insurance organisation is seeking a Complaints & Customer Resolution Analyst to join their Legal & Compliance function. This is a high-impact contract role supporting the investigation and resolution of customer complaints across Australia and New Zealand.
You will play a key role in delivering fair customer outcomes while ensuring compliance with regulatory frameworks and industry standards.
Key Responsibilities
- Investigate and resolve customer complaints across retail and wholesale insurance products
- Prepare Internal Dispute Resolution (IDR) determinations
- Manage External Dispute Resolution (EDR) responses (including AFCA)
- Liaise with internal stakeholders, regulators, and external bodies
- Attend conciliation conferences and support dispute resolution outcomes
- Conduct root cause analysis and identify trends and improvement opportunities
- Identify and escalate compliance breaches, risks, and potential legal issues
- Maintain accurate records and reporting aligned to regulatory obligations
About You
- Proven experience in complaints handling
- Understanding of the end to end claims process
- Excellent analytical and problem-solving capability
- Strong written and verbal communication skills
- High attention to detail and ability to manage multiple cases simultaneously
- Ability to work both autonomously and collaboratively
Why Apply
- Opportunity to join a globally recognised Tier 1 insurer
- Work within a high-performing compliance and risk team
- Gain exposure to complex dispute resolution and regulatory processes
- Competitive hourly rate with potential for extension
If this aligns with your background, apply now for immediately consideration
Frequently asked questions
Who is hiring for the Customer Complaints and Resolutions Analyst role?
Cox Purtell is hiring for the Customer Complaints and Resolutions Analyst position, a Shazamme client. Apply directly on the employer's career site.
Where is the Customer Complaints and Resolutions Analyst job located?
The Customer Complaints and Resolutions Analyst role with Cox Purtell is based in North Sydney, NSW, AU. The role is hybrid-friendly.
Is the Customer Complaints and Resolutions Analyst role remote?
Yes — the Customer Complaints and Resolutions Analyst position at Cox Purtell is hybrid. Candidates based in AU are preferred.
What does the Customer Complaints and Resolutions Analyst role pay?
Cox Purtell lists the Customer Complaints and Resolutions Analyst role at AUD 40–45 per hour.
Is the Customer Complaints and Resolutions Analyst role full-time or contract?
This is a full time position at Cox Purtell.
What experience level is the Customer Complaints and Resolutions Analyst role?
The Customer Complaints and Resolutions Analyst position is aimed at mid-level candidates.
How do I apply for the Customer Complaints and Resolutions Analyst role at Cox Purtell?
Apply directly on Cox Purtell's career page via the Apply button on this listing. ZammeJobs links straight through to the employer's ATS — no third-party form, no resume database.