Our client, a respected regulatory organisation within the legal services sector, is seeking an experienced Resolution Officer to join its dispute resolution function. This position is ideal for someone who is confident using alternative dispute resolution methods, capable of managing sensitive matters, and comfortable working within a legislative and investigative framework.

The Role
The Resolution Officer is responsible for managing a portfolio of dispute matters, primarily involving consumers and legal practitioners. You will facilitate resolutions through mediation, conciliation and other ADR techniques, conduct preliminary investigations, assess issues
quickly, and prepare high quality recommendations and determinations. The role requires regular communication with stakeholders, accurate record keeping and close collaboration with internal teams.

Key Responsibilities

Managing assigned dispute resolution matters using recognised ADR practices
• Conducting mediations, conferences and facilitated discussions
• Investigating complaints and reviewing documentation to identify issues
• Preparing written determinations, settlement agreements and detailed reports
• Liaising with all parties while maintaining impartial and professional relationships
• Escalating matters when required and maintaining accurate, up to date records
• Monitoring and reporting on case progress to meet performance expectations
• Contributing to improvements in systems, policies and procedures

Essential Requirements

Strong experience in dispute or complaint management, including conducting resolutions
• Demonstrated success in applying ADR methodologies
• Well developed analytical and research skills with the ability to interpret legislation
• Excellent written and verbal communication skills, including the ability to draft binding determinations
• Strong organisational and self-management capability in a fast paced environment
• Ability to work collaboratively and contribute to team outcomes
• A commitment to providing service excellence

If you are interested, feel free to reach out on phoebe@people2people.com.au or call on 08 6160 6203.

Operating for over 20 years in Australia, New Zealand and the United Kingdom, people2people, Edge Recruitment, and Frog Recruitment are an award-winning recruitment group and HR solutions provider. As an inclusive workforce, we welcome everyone and encourage our employees, clients, and candidates to showcase their authentic selves.

Should you require reasonable adjustments throughout the recruitment process, we encourage you to make a request by phoning the above-mentioned recruitment consultant to discuss. In response to these requests, we will collaborate closely with you to implement the appropriate adjustments.

Resolution Officer

Perth, Western Australia I

Resolution Officer

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