Customer Resolutions Officer

Job Type: Permanent - Full Time

Location: Chatswood, NSW - Hybrid

Job Category: Customer Service

Are you passionate about delivering exceptional customer service and resolving complex issues? We’re looking for a Customer Resolutions Officer to join PetSure’s Customer Relations team and help us create a world that’s better for pets and their people.

Reporting to the Customer Relations Manager, you’ll own customer complaints across multiple brands and channels, investigating and resolving issues with empathy, professionalism, and a focus on continuous improvement. You’ll work closely with internal teams and external stakeholders, including AFCA, to ensure fair, timely, and compliant outcomes.

You’ll bring strong problem‑solving, negotiation and communication skills, along with experience in dispute resolution, complaints handling and delivering positive customer outcomes. A solid understanding of the General Insurance Code of Practice and relevant regulatory requirements is highly regarded.

If you’re ready to make a difference for pet parents and help shape a trusted customer experience, we’d love to hear from you.

Why Join PetSure?

We offer more than a role — we offer the opportunity to shape the future of pet healthcare.

• Hybrid working and pet-friendly Chatswood office
• Flexible leave including wellbeing, volunteer and birthday leave
• Discounted pet insurance and pet care leave
• Learning and development opportunities
• Recognition programs and career growth pathways

A purpose-driven culture focused on pets, people and partners