Job Description The Internal Dispute Resolution Specialist plays a key role in helping TAL deliver fair, consistent and timely outcomes for customers who raise concerns. By investigating and resolving complaints with care, clarity and empathy, this role strengthens trust in TAL and supports our commitment to doing what’s right. IDR Specialists ensure responses meet our standards, prioritise urgent or sensitive matters, and contribute to continuous improvement—making a meaningful impact on both customer experience and TAL’s broader mission to protect what matters. In This Role You Will: Resolve customer complaints quickly and fairly to strengthen trust in TAL. Conduct thorough, independent investigations to deliver accurate and balanced outcomes. Communicate clearly and empathetically with customers to guide them through the resolution process. Identify root causes and drive improvements that reduce recurring issues. Collaborate with teams across TAL to achieve consistent, high‑quality complaint outcomes. Spot trends and insights that inform continuous enhancement of TAL’s complaint management approach. Please note, this is a 12-month fixed term contract.
