Customer Resolution Consultant
- Hiring from
- Australia
- Work type
- Hybrid
- Posted
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Join the Team at Adica Insurance
Where people come first and possibilities follow.
About the Opportunity
We're looking for a proactive and solutions-focused Customer Resolution Consultant to join our Claims and Service team. In this role, you'll support the Customer Resolution Lead in managing Adica's Internal and External Dispute Resolution (IDR and EDR) functions, helping us respond to customer complaints with empathy, fairness, and precision.
This is a hybrid role based at our St Kilda Road office in Melbourne, you'll play a key role in driving a culture where feedback is valued, systemic issues are addressed, and every resolution contributes to a better customer experience.
What You'll Be Responsible For
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Assisting with the preparation and review of IDR responses and AFCA submissions.
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Supporting the improvement and ongoing management of Adica's IDR and EDR functions.
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Ensuring IDR and complaints-handling processes comply with relevant legislation and regulations.
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Assisting in the development of best-practice policies and procedures for claims resolution.
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Monitoring internal and external complaint trends and identifying systemic issues.
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Promoting a positive and constructive complaints culture across the organisation.
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Developing a strong working knowledge of ASIC Regulatory Guide 271.
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Contributing to ad-hoc compliance projects and tasks as needed.
What You'll Bring
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2–3 years' experience in complaints handling, preferably in insurance or financial services (motor vehicle and home & contents experience highly regarded).
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Previous experience working in IDR and EDR processes.
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Strong understanding of the current regulatory environment and motor vehicle dealer insurance market.
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Excellent customer service and phone manner, especially in sensitive situations.
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Confident drafting, written communication, and report writing skills.
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Sound problem-solving, negotiation, and decision-making abilities.
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High attention to detail and ability to analyse data to spot trends.
Why You’ll Love Working at Adica
At Adica, people are our greatest asset, and we’re committed to creating an environment where you can thrive. Recognised as an Employer of Choice, celebrating our commitment to culture, flexibility, and people-first values. Some of the benefits you’ll enjoy include:
- Big discounts on car insurance for you and your family.
- 14 weeks Paid Parental Leave for all parents, plus superannuation on both paid and unpaid leave (up to 52 weeks).
- Quarterly Wellbeing Leave days and the ability to swap Public Holidays.
- A supportive Wellbeing Program and year-round employee events.
- Recognition Programs through monthly awards and the annual Excellence Awards.
- Strong culture of internal progression and career development
- Access to the Go1 learning platform with thousands of courses
- Leadership development programs in partnership with Hello Monday to support and empower your growth as a leader
- Hybrid working model- the best of both worlds.
- Employee Assistance Program (EAP) – free, 24/7 support for you and your family.
- Be part of community initiatives, fundraising drives, and volunteer events throughout the year
- And more because your wellbeing matters to us.
Who We Are
Adica Insurance is an Australian-operated and regulated general insurer, backed by the global strength of the MS&AD Insurance Group, one of the world’s top 20 insurance and financial services groups.
Adica exists to make insurance more human, more helpful, more transparent, and more empowering for our customers. We support our people with the same care and clarity. Together, we’re creating a workplace where people thrive, teams collaborate, and customers feel truly supported.
What to Expect from Us
We aim to make the recruitment process as smooth and respectful of your time as possible.
Once you apply, our Talent Team will review your application. If your experience aligns with the role, we’ll be in touch for an initial phone conversation to get to know you better. From there, the process usually includes two interviews with our team.
Throughout the process, we’ll keep you informed and provide timely updates because we know how important clarity is when you are job hunting.
Accessibility & Support
If you require any adjustments during the recruitment process, please let your recruiting contact know when they first reach out. We’re committed to creating an inclusive experience for everyone.
Ready to join a company where people come first and possibilities follow? Apply now, we’d love to hear from you.
Recruitment is being managed in-house. No agency contact, please.
