Complaints Reporting and Quality Specialist

1 day 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.

  • Complaints & Resolutions Specialist

    1 week ago

    Melbourne, Australia Link Group Full time

    **Overview** As a Complaints & Resolution Specialist, you will be responsible for: investigating, resolving and providing high quality responses to escalated customer complaints within set timeframes, on behalf of the Trustee Offices. You will be responsible for achievement of organisational, client and team targets within set timelines ensuring standards...

  • Complaints Specialist

    7 days ago

    Melbourne, Australia Square Full time

    Company Description Since we first opened our doors in 2009, the world of commerce has evolved immensely - and so has Square. After enabling anyone to take a payment and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together. So we expanded into software and started building integrated, omnichannel...

  • Incidents & Complaints Specialist

    1 week ago

    Melbourne, Victoria, Australia Mable Full time $60,000 - $90,000 per year

    HomeMade, Mable, Leap in and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us: We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care We believe in technology as an...

  • Associate, Complaints Quality

    2 weeks ago

    Melbourne City Centre, Victoria, Australia NAB - National Australia Bank Full time $60,000 - $90,000 per year

    Associate, Complaints QualityJob number: 804475Primary position location: VIC- Melbourne CBDCategory: Call Centre/Contact CentreWork type: Permanent Full timeClosing at: Nov :55 AEDTFavouritePermanent position in Melbourne DocklandsProvide analysis and generation of timely unique insights that support the quality of complaints capture, investigation and/or...

  • Quality Reporting

    2 weeks ago

    Melbourne, Australia AFCA Full time

    **Company Description** As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses. We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved. This is your opportunity to make a difference. The Quality Reporting &...

  • Incidents & Complaints Specialist

    3 days ago

    Sydney / Melbourne, Australia Mable Full time $90,000 - $120,000 per year

    HomeMade, Mable, Leap in and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us: 1. We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care 2. We believe in technology as...

  • Incidents & Complaints Specialist

    2 weeks ago

    Sydney / Melbourne, Australia Mable Full time $60,000 - $90,000 per year

    HomeMade, Mable, Leap in and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us: 1. We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care 2. We believe in technology as...

  • Complaints Specialist, Superannuation

    5 days ago

    Melbourne, Australia Vanguard Full time

    **About Vanguard** Vanguard Australia has been helping investors achieve their long-term financial goals for over 20 years. Serving institutional and individual clients, and financial advisers, we offer investment solutions that are low-cost, diversified and robust through time. With more than AUD $7 trillion in assets under management Vanguard is one of...

  • Nsc Complaints Resolution Specialist

    1 day ago

    Melbourne, Australia AMP Limited Full time

    **The opportunity** The Customer Resolution Specialist is responsible for helping the Client Servicing teams to continuously improve the quality of our customers’ experiences. This is done by partnering with your colleagues and stakeholders to actively respond to complaints/disputes and using the feedback to turn negative customer experiences into...

  • Senior Complaint

    5 days ago

    Melbourne, Victoria, Australia IBAC Full time

    Uphold government integrity through assessment of complaints of corruption and police misconductMelbourne CBD with hybrid / flexible working arrangementsFull-time, fixed term until 16/10/26Applications close 11:59pm, Tuesday 04 November 2025.Our organisationIBAC's work is vitally important to Victorians - we prevent and expose public sector corruption and...