National Complaints Manager

2 weeks ago

Parramatta, Australia Link Group Full time

**Overview**:
Elevate your career with Link Market Services, a leading provider of registry and related services for the financial and corporate sectors. We're seeking a dedicated National Complaints Manager to drive excellence in our complaint's resolution procedures from our state-of-the-art offices in Parramatta CBD, offering flexible hybrid working arrangements.

**Why Join Us**:
At Link Market Services, we're committed to delivering exceptional experiences for our clients and investors. Join our team and make a meaningful impact in a supportive and dynamic environment.

**Key Responsibilities**:

- Manage complaints resolution procedures, ensuring robust and transparent processes.
- Develop, maintain, and communicate comprehensive complaints process internally and externally.
- Communicate effectively with complainants to achieve mutually satisfactory outcomes.
- Ensure smooth operation of data integrity and reporting processes.
- Identify and recommend permanent corrective actions to reduce repeat activity.
- Provide support across suspicious matter reporting (SMR) investigations.
- Ensure compliance with contractual, SLA, statutory, and regulatory requirements.

**Desired Experience & Attributes**:

- Customer service and Share Registry experience, particularly in handling complaints.
- Experience in process improvement or complaints management.
- Strong leadership skills.
- Exceptional written and verbal communication skills.
- Attention to detail and ability to manage competing deadlines.
- Ownership and accountability in resolving complaints and SMRs.
- Ability to manage relationships with internal and external partners/vendors.
- Negotiation skills and ability to build strong working relationships.
- Analytical and problem-solving skills.

**What’s it like to work here?**
Join a supportive, diverse, and flexible work environment that values your wellbeing. Benefit from continuous learning opportunities and a range of perks including salary sacrificing, paid parental leave, employee discounts, hybrid working

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.

Our Corporate Markets division provides clients with a comprehensive corporate market offering that connects issuers to their stakeholders. Our uniquely integrated range of corporate markets capabilities includes shareholder management and analytics, stakeholder engagement, share and unit registry, and employee share plans. We also offer company secretarial support, as well as various specialist offerings such as insolvency solutions. We operate in twelve countries throughout Australasia, Asia, Africa, the Middle East, United Kingdom and Europe.

Our teams combine a wealth of industry experience with a rigorous focus on client management to deliver a premium service underpinned by market leading digital technology provided by our Technology division.

Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.

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