We are working with a leading insurer who is looking to welcome an experienced professional into their growing IDR (Internal Dispute Resolution) Quality Assurance & Audit team.

This newly created role offers a great opportunity to join a supportive business that is focused on service excellence, fair outcomes, and continuous improvement in the complaints function.

For you:

• Hybrid working arrangements
• Excellent bonus structure
• Strong company culture with a clear compliance and customer focus
• Opportunity to drive meaningful change in quality and IDR outcomes
• Work alongside an experienced Head of Customer Resolutions and collaborative internal teams

You will:

• Oversee quality assurance and audit processes across IDR complaints
• Review in-flight and closed complaints to ensure compliance with internal standards and external regulations (ASIC RG 271, GICOP, LICOP, AFCA)
• Identify trends, gaps, and opportunities for improvement across people, processes, and policies
• Partner with IDR Officers and complaints handlers to uplift capability through coaching and support
• Deliver regular audit reports, insights, and recommendations
• Help embed regulatory adherence and best practice across the IDR function

All we ask of you is:

• Minimum 5 years of insurance experience focused on complaints and QA
• Strong knowledge of IDR and complaint resolution processes
• Previous experience in quality assurance, audit, or coaching within insurance
• Excellent written and verbal communication skills
• Analytical mindset with a passion for compliance and customer fairness
• Experience with systems such as Aptean Respond is desirable

Sounds interesting?
We have a lot more information to share. Roles like this don’t come up often, and interviews will commence immediately for suitable candidates.

For a confidential chat about your career options, please email Niamh at [email protected]

Not quite what you’re looking for?

No worries—we have a variety of other roles across Insurance that may be the right fit for you.