Dispute Resolution Specialist - CTP

Role Highlights

• Location: Parramatta, NSW

• Type: Permanent, full time

• Hybrid role, Happy to talk flexible working

The opportunity
This is an opportunity to join QBE’s NSW CTP Personal Injury Commission (PIC) Dispute Resolution team, where you’ll play a critical role in delivering fair, independent and high‑quality outcomes for customers.

As a Dispute Resolution Specialist, you’ll manage external disputes end‑to‑end under the NSW CTP scheme. Acting as QBE’s final decision‑maker, you’ll assess, investigate and determine complex matters in accordance with legislation, scheme objectives and best practice.

You’ll also identify systemic insights from disputes to support continuous improvement across customer experience, claims decision‑making and compliance.

About QBE  

• At QBE, we get to the heart of what matters for our customers. And we do it all with a human touch.  

• We’re an international insurer with more than 13,000 people working across 26 countries – which means we’re big enough for your ambitions, yet small enough for you to make a real impact. It’s an exciting time. We’re building momentum towards our vision to become the most consistent and innovative risk partner.

• What if you could have a positive impact – at work and in the world? As part of the QBE team, you’ll get to spend every day working with people who are passionate, talented and kind.

Your new role
In this role, you will:

• Manage external CTP disputes from receipt through to resolution, delivering timely, fair and well‑reasoned outcomes

• Independently review claims decisions in accordance with the Motor Accident Injuries Act 2017 (NSW) and supporting Regulations and Guidelines

• Act as the final decision‑maker for QBE, preparing clear, customer‑focused written determinations

• Prepare submissions and responses for external dispute resolution bodies, where required

• Engage collaboratively with customers, legal representatives, medical experts and internal stakeholders

• Identify systemic drivers of disputes and provide recommendations to improve claims decision‑making, processes and customer outcomes

• Escalate emerging risks, reputation issues or compliance concerns as appropriate

• Manage dispute data, records and reporting to support regulatory and governance obligations

About you

You’ll bring:

• Previous experience in dispute resolution, complaints or complex decision‑making within a professional or regulatory environment

• Detailed knowledge of the NSW CTP scheme, including the Motor Accident Injuries Act 2017 and associated Guidelines

• Strong analytical and problem‑solving skills, with the ability to assess complex medical, legal and factual issues

• Excellent written and verbal communication skills, with the ability to tailor messaging to different audiences

• A customer‑centric mindset, balancing empathy with regulatory and legislative obligations

• Strong time management and resilience, with the ability to manage competing priorities

Benefits  

We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances. As a QBE employee you will have access to and benefit from:

• ‘Hybrid Working’ – a mix of working from home and in the office to enhance your work/life balance

• Free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice

• 18 weeks’ gender-equal flexible leave for all new parents, including paid super

To learn more about benefits of working with us, click here.

Awards & Recognition

We value our employee’s experience with us and are proud to have been recognised for the following awards:

• 2025 Winner of Excellence in Diversity, Equity & Inclusion Award at the Insurance Business Australia Awards for our Respect@QBE program

• 2023 Most Inclusive Workplace at the Australian HR Institute (AHRI) Awards

• Ranked in the top ten in the AAGE Top Graduate Employers 2025 for medium sized program as voted by graduates

To learn more about our achievements, click here.

How to Apply

If you’re looking for a career that combines your expertise and your empathy, click Apply today. Successful applicants will need to complete work rights, police and credit checks through our online provider as a condition of employment.

Your career. At the heart of it. 

QBE recognises the value of diverse perspectives and experience. We are committed to an inclusive workplace where everyone feels valued and respected for who they are. If we can provide support with access requirements, alternative work arrangements or you would like to connect with one of our networks please contact us at [email protected].

Skills:

How to Apply:

To submit your application, click "Apply" and follow the step by step process.

Equal Employment Opportunity:

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.