Complaints Administrator

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At TelstraSuper our employee experience is created through our caring and collaborative community, the deep and rewarding career experiences on offer and our close connection to our members. With diverse and inclusive teams, it's the difference that counts that helps us deliver a great member experience and engagement among our people.

The Opportunity

• Complaints Administrator
• 12 Month Fixed Term Contract / Full Time
• Hybrid Work - 2 days in the office

Reporting to the Complaints Manager, this pivotal role will liaise directly with our members to resolve complaints. It supports the internal dispute resolution and complaints management processes for TelstraSuper, ensuring member concerns are addressed efficiently and effectively. You will work closely with Complaints Officers and frontline employees, playing a key role in triaging and managing complaints, while providing valuable administrative and analytical support

Key Responsibilities Include:

• Liaise directly with our members with a focus on early resolution of complaints with a professional and empathetic approach.
• Triage complaints and manage complaints in collaboration with frontline employees
• Assist Complaints Officers in managing and administering the internal dispute resolution and complaints process for the fund.
• Support Complaints Officers by obtaining all necessary information relevant to each complaint.
• Conduct research, analytics, root cause analysis, and reporting as directed by the team.
• Maintain and administer the complaints register ensuring accuracy and compliance.
• Liaise with various business units to facilitate the resolution of member complaints.
• Develop and maintain process documentation and identify opportunities for process improvements.

About You

To excel in this role, you have excellent communication skills with the ability to engage empathetically with members to resolve their complaints. You thrive working in a dynamic, member-focused environment and are able to demonstrate service excellence. As a motivated and detail-oriented professional, you have a passion for delivering exceptional service.

Additionally you have:

• Member facing experience in managing complaints
• Experience in triaging complaints
• Understanding of superannuation industry regulations and member advocacy is a plus

We're an Employer of Choice for Gender Equality (WGEA) and believe you should be able to bring your whole self to work so you can be your best every day. We offer a range of benefits to support your work and life including:

• Flexible working and leave options
• Development and learning opportunities to grow yourself and your career
• Health and wellbeing support including flu shots and skin checks
• Discounts through our partners including Telstra

To be eligible to apply, you are an Australian or New Zealand citizenship or have permanent residency status.

Applications close: Monday 26th of May 2025

No agencies please. TelstraSuper will not accept unsolicited resumes from any source other than directly from a candidate.

www.telstrasuper.com.au

Seniority level

• Seniority levelEntry level

Employment type

• Employment typeContract

Job function

• Job functionCustomer Service and Finance

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