Senior Complaints Specialist

5 days ago

Melbourne, Victoria, Australia beBeeComplaints Full time $90,000 - $120,000
Job Title

The Senior Complaints Specialist will oversee the complaints process, ensuring compliance with regulatory requirements and industry standards.

Job Description

This role leads the development of a fit-for-purpose complaints program aligned with regulatory and industry standards. It involves conducting second-line reviews of closed complaints to assess compliance, fairness, and customer outcomes.

  • Develop and implement a quality assurance program for complaints handling.
  • Conduct thorough reviews of closed complaints to identify areas for improvement.
  • Collaborate with business leaders to address breaches or risks.
  • Analyze data to inform insights and recommendations for improving first-line capability and customer experience.
  • Deliver targeted training and coaching on complaints handling and quality assurance.
Requirements
  • Strong analytical skills with attention to detail.
  • Excellent communication and stakeholder engagement skills.
  • Proven ability to work in a regulated environment.
  • Familiarity with CRM systems and reporting tools.
Benefits
  • We offer flexible working arrangements and competitive salary.
  • We prioritize staff wellbeing and provide access to 24/7 free counselling and discounted gym memberships.
  • We support staff growth through learning and development opportunities.
About Us

We are a purpose-driven organization committed to sustainable development and building an inclusive culture.

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