Job Title

Join to apply for the Senior Dispute Resolution Specialist role at icare NSWPermanent Opportunity as a Sr Dispute Resolution Specialist with icare. Hybrid working environment, office in Sydney CBD. Starting salary offered: $149,739.About the RoleReceive, respond, manage and effectively resolve complex complaints and disputes raised by internal and external stakeholders on behalf of our customers. Develop and implement opportunities to continually improve and enhance services to our customers.A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programsComprehensive learning and development support aligned to icare''s Core CapabilitiesOur People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual AwardsAccess to our Employee Assistance ProgramDutiesAs a Senior Dispute Resolution Specialist, you will:Provide high quality specialist services to achieve positive customer outcomes.Use expert knowledge to deliver accurate, timely, empathetic and efficient end-to-end resolution of complex customer complaints and disputes within set timeframes.Lead, guide and support your team and other internal stakeholders to achieve positive customer outcomes.Identify significant and/or systemic problems through complaints and disputes raised and provide information to support performance management or remediation actions where warranted.Maintain accurate and timely records of customer and stakeholder interactions.Prepare correspondence and briefing material to support appropriate responses to complaints raised by internal stakeholders or systemic problems identified through complaints managed or external stakeholders as required.Understand and meet regulatory and relevant administrative and privacy law requirements when managing complaints and disputes.Performs other related duties as assigned.Skills & Experience7 years+ post admission experienceProven conflict resolution and negotiation skills, and a deep understanding of policies and applicable lawsPassionate about providing quality service and outcomes to our customers with a focus on empathyPrevious experience in alternative dispute resolution/litigation on insurance related mattersComprehensive understanding of workers compensation legislation with a solid working understanding of New South Wales workers compensation schemePrevious private practice or government practice experienceCultureWe know our strength comes from the diversity of our people and encourage applicants from different experiences and backgrounds. We are committed to our people''s development so the people of NSW can thrive.About the CompanyWe care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, to deliver better outcomes for those we serve. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work.icare operates a direct sourcing model so no agency introductions will be acceptedWe are a CircleBack Initiative Employer - we commit to respond to every applicantIf you are an employee of icare please apply via Hugo to submit your application. We want to support you with the next step in your career.Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role. #J-18808-Ljbffr