Dispute Resolution Manager, Early Resolution
Core
Lead Early Resolution teams to manage complaint flow, triage new complaints, and deliver fair dispute resolution outcomes in the energy and water sectors.
Role type
Senior IC Dispute Resolution Manager (Team Lead)
Builds
Dispute resolution services and complaint management processes
Domain
Energy and water utilities / Consumer advocacy
Deliverable
client delivery
Required skills
Team leadership and coaching, Dispute resolution and negotiation, Operational performance management, Triage and case allocation, Data analysis and reporting, Continuous improvement, Stakeholder management, Complex complaint adjudication
Preferred skills
Ombudsman or legal environment experience, Energy sector knowledge, High-volume operational team leadership
Responsibilities
Lead day-to-day operations of Early Resolution teams, Coach and develop team members, Monitor case flow and operational performance, Oversee triage and allocation of new complaints, Provide advice on complex escalated complaints, Identify systemic issues to improve processes
Seniority
Senior, hands-on IC with team leadership
