complaints specialist.

About the Opportunity

Are you a dedicated problem-solver who thrives on turning a challenging situation into a positive outcome? We are seeking a Complaints Consultant to join our high-performing Operations team in the heart of Melbourne.

In this pivotal role, you will act as a bridge between the business and our members, ensuring that complex issues are investigated thoroughly and resolved with empathy and professionalism. This is an ideal move for a candidate with a background in Superannuation or Insurance who is looking to join a collaborative environment that values continuous improvement.

Key Responsibilities

As a Complaints Consultant, your primary focus will be managing the end-to-end resolution of member concerns. Your day-to-day will include:

• Resolution Management: Handle and resolve customer complaints efficiently via phone, email, and written correspondence.

• Root Cause Analysis: Investigate the "why" behind issues to prevent recurrence and improve the overall member experience.

• Stakeholder Collaboration: Work closely with internal operations teams to address underlying issues and implement corrective actions.

• Regulatory Compliance: Ensure all complaints are handled in accordance with industry legislation and internal quality standards.

• Reporting: Maintain meticulous records and prepare detailed reports for management to help identify service trends.

What You Bring to the Team

We are looking for a proactive individual who balances technical knowledge with exceptional "people skills." To be successful, you will need:

• Industry Experience: Proven experience in a complaints handling or complex customer service role within Superannuation, Insurance, or Banking. (must have)

• Communication Excellence: The ability to draft professional formal responses and manage difficult conversations with empathy and calm.

• Analytical Mindset: Strong problem-solving skills with a high level of attention to detail in documentation.

• Technical Literacy: Proficiency in CRM systems and an understanding of the regulatory landscape (e.g., RG 271).

• Collaborative Spirit: A desire to work within a team that shares insights and supports one another.

Why Apply?

• Competitive Salary: A generous salary of $93k plus super in a stable, full-time role.

• Central Location: Based in modern offices in CBD. Close to PT.

• Impactful Work: Your insights will directly lead to process improvements and a better experience for our members.

How to Apply

If you are ready to take the next step in your career and make a real impact, please click 'Apply' and submit your updated resume outlining your relevant experience.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.