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Complaints Case Manager
2 weeks ago
We're seeking an entry-level Complaints Administrator to join our team in a dynamic, member-focused environment. The ideal candidate will have excellent communication skills and the ability to engage empathetically with members to resolve their complaints.
This pivotal role 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:
- 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 the Role:
This is an excellent opportunity for a motivated and detail-oriented professional to deliver exceptional service and make a real difference in the lives of our members. If you have experience in managing complaints, understanding of superannuation industry regulations, and a passion for delivering exceptional service, we encourage you to apply.
Benefits:
- 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.
Requirements:
To be eligible to apply, you must be an Australian or New Zealand citizen or have permanent residency status.
