Complaints Reporting and Quality Specialist

7 days ago

Melbourne, Australia UniSuper Full time

Are you looking to join a high-performing, award-winning team? Come and join our Member & Advice function where our front-line teams help to support our members, in turn creating great retirement outcomes. Through this focus we have been recognised for our excellence, exceptional customer service and high performance. Be part of our inclusive, passionate team and make a difference with UniSuper.

You will be empowered to grow your career and contribute from day one in an organisation that supports your mental, physical, and financial wellbeing.

**The opportunity**
Within our Member & Advice function this position sits within the Complaints & Advocacy team. This team are focused on developing a voice of customer, providing strong customer advocacy, whilst managing complaints.

This brand new position is a role that will provide you with significant opportunities to make a positive impact on our members.
As a Complaints Reporting & Data Analyst, you will play a pivotal role in ensuring the quality reporting and analysis of member, employer, and external adviser complaints.

In addition, key responsibilities include:

- Data Review and Analysis:

- Conduct in-depth analysis complaint data to identify trends and patterns
- Classify complaints for root cause analysis
- Reporting Requirements:

- Generate routine and ad-hoc reports for stakeholders
- Prepare reports for committees, management, and audits
- Analysis and Insights:

- Collaborate with cross-functional teams to analyse customer complaints
- Provide actionable recommendations
- Process Improvement and Optimization:

- Identify opportunities to streamline and improve the customer complaints reporting and analysis process
- Optimize data workflows and automate tasks
- Compliance and Documentation:

- Ensure regulatory compliance for complaints reporting
- Maintain accurate documentation of data sources, methodologies, and analysis procedures

**About you**
Are you ready to make an impact? We’re seeking a driven individual who is passionate about trend analysis and utilising data to find solutions.

To be shortlisted for this critical position you must have previous superannuation experience and / or extensive experience working to RG271 regulations.
In addition, you should ideally be able to demonstrate:

- **Effective Communication**: Ability to convey technical info to diverse audiences, including non-technical audiences
- **Attention to Detail**: Must be meticulous about data accuracy and quality
- **Analytical & Problem Solving Skills**: Previous experience in translating complex data into actionable insights
- **Data Proficiency**: Proficiency in data manipulation and analysis using tools such as SQL, Excel, and statistical software (e.g., R, Python)

**About UniSuper**

We believe that the best way to achieve great things is when we come together and collaborate. Therefore, we ask you to be able to commit to 60% of your time in office.

UniSuper’s high performance culture is supported by a range of benefits that demonstrates our commitment to ensuring our employees achieve their full potential, thrive, and grow their career with us. These include:

- A personal development budget of $1500 to support employees in their professional growth
- Exceptional parental leave to support employees in balancing their work and family responsibilities
- Mental physical and financial well-being initiatives

**Think Great. Create Great.

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