Complaints & Resolution Specialist

Are you passionate about turning challenges into opportunities? Do you thrive on solving complex problems and delivering exceptional customer experiences? If so, we want to hear from you

We’re looking for a **Complaints & Resolution Specialist**to join our dynamic team and play a pivotal role in managing and resolving escalated customer complaints. This is your chance to make a real impact—enhancing member and employer satisfaction while helping shape the future of our service delivery.

**What You’ll Be Doing**
- Investigating and resolving complex complaints on behalf of the Trustee Offices within legislative and service level timeframes.
- Delivering high-quality written and verbal responses that are clear, empathetic, and solutions-focused.
- Identifying systemic issues and contributing to continuous improvement initiatives that enhance the member and employer experience.
- Collaborating across teams to ensure complaints are triaged, escalated, and resolved effectively.
- Supporting external dispute resolution (EDR) processes and participating in forums to drive service excellence.

**What You’ll Bring**
- **Superannuation expertise**and a strong understanding of industry regulations.
- Exceptional communication skills—both written and verbal—with the ability to simplify complex information.
- Proven experience in complaints handling and customer resolution.
- A continuous improvement mindset with the ability to identify risks, inefficiencies, and opportunities.
- Strong analytical and problem-solving skills, with a keen eye for detail.
- High levels of initiative, accountability, and time management.
- Ability to work collaboratively across departments and adapt to change with ease.

Why Join Us?
- Be part of a purpose-driven organisation that values integrity, empathy, and innovation.
- Work in a supportive environment where your voice is heard and your contributions matter.
- Enjoy opportunities for professional growth and development.
- Help shape better outcomes for members, employers, and the broader community.
- Enjoy the flexibility of hybrid working (50% in-office)

Ready to Make a Difference?

MUFG Pension & Market Services is a global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets - safely, securely and responsibly.

Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.

A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.

Our MUFG Retirement Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.

By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients.

MUFG Pension & Market Services 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 MUFG Pension & Market Services 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.