• We’re open to candidates from NSW, Victoria, Queensland, SA

• Opportunity to work with one of Australia's largest general insurers 

• Flexible hybrid WFH opportunity

About Hollard 

Hollard Insurance is part of the Hollard Group of Companies and a top 5 General Insurer in Australia and New Zealand. We underwrite a broad range of general insurance products, including motor, home, contents, business, bicycle and pet, in proud partnership with some of Australia's biggest consumer brands and broker businesses. As an independent and privately owned company, we believe we can go further together – for our people, customers, communities and partners – through an innovative approach to providing insurance. 

Our state-of-the-art facilities in North Sydney reflect our commitment to providing innovative workspaces that support hybrid and remote work. 

About the Role 

​Reporting to the Dispute Resolution Manager, Open IDR/EDR, the purpose of the role is to resolve complaints and deliver a positive customer outcome whilst meeting regulatory obligations. 

Key Responsibilities include (but not limited to):

• Manage customer complaints that have been escalated after our frontline have tried to resolve in a timely, professional and efficient manner. 

• Investigate complaints that arise from internal/external referrals updating all stakeholders on the status. 

• Protecting our reputation and that of our various brands/partners. 

• Be the lead communications specialist in managing inbound and outbound communications with Customers and internal and external stakeholders. 

• Maintain a detailed understanding of associated systems, processes, and procedures, and upskill the claims teams across these as required. 

• Keeping tight reporting to ensure no customer falls through the gaps and sharing with management. 

• Provide feedback, where appropriate, that could prevent or mitigate future complaints. 

About You 

• Strong technical insurance and policy interpretation skills, as well as solid knowledge of retail general insurance systems, processes and procedures. 

• Considerable experience in complaints handling. 

• Strong knowledge of Claims and Service discipline, practices and products. 

• Ability to interpret company policies, guidelines and procedures. 

• Excellent negotiation and conflict management skills. 

• Excellent customer service-related communication skills both verbal and written.  

Working at Hollard 

At Hollard, you’ll discover an environment where you can truly make an impact. We offer the best of both worlds – the opportunity, agility and creativity of a company growing with scale, alongside a focus on becoming a catalyst for enduring, positive, social change. 

We’re a tight-knit team, where authentic voices and unique perspectives matter. We work supportively, collaboratively and inclusively to help shape our future and create shared value for our communities. 

Hollard proudly promotes flexible work including remote work, non-traditional work patterns, and work-family balance. We’re also unapologetically committed to creating a workplace that values your diversity with a true sense of inclusion.  We actively seek to hire for your different lived experiences, including as it relates to disability, ethnicity, faith, Aboriginal and Torres Strait Islander Peoples, gender diversity, sexual orientation, age, neurodiversity. 

We’re building something special. Working closely with our industry partners to reshape insurance for the better, we’re people changing insurance. 

Please note:  

Even if you don’t meet all our selection criteria, we encourage you to apply.  

A full background check will be completed on the successful applicant. 

We will not require any support from Recruitment Agencies and kindly request that no unsolicited resumes are sent to Hollard in relation to this role or others. Only direct applications will be considered. 

Visit the Hollard careers page to learn about how Hollard will collect, store and handle your personal information.