Senior Complaints Officer

About the role

The Senior Complaints Officer leads the complaints function, handling complex disputes and making final IDR decisions. Based in Hawthorn East, the role ensures compliance with regulatory standards and delivers fair, timely outcomes for customers.

Key responsibilities

• Oversee complex and escalated complaints through to resolution.
• Make final decisions on IDR cases in line with regulatory and internal standards.
• Monitor complaint trends, prepare reports, and drive data‑driven process improvements.
• Lead, coach, and develop a team of Complaints Officers, allocating workloads and reviewing performance.

Required profile

• Minimum 3 years experience in complaints handling, preferably in insurance or financial services.
• Strong knowledge of RG 271, AFCA guidelines, and Privacy Act compliance.
• Proven client relationship management and dispute resolution skills.
• Demonstrated leadership and people‑management abilities.

Required skills

• Proficiency with Microsoft Word and Excel.
• Experience using CRM systems.

What we offer

• International and local mentoring programs.
• Two recharge days and an annual cultural day.
• Discounted Employee Share Purchase Program.
• Diversity panels and employee resource groups.
• 10 weeks paid parental leave with superannuation contributions.
• Development programs and support for higher education.
• Novated vehicle leasing and hybrid work model.