Complaints Data

4 days ago

Melbourne, Australia AustralianSuper Full time

At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That’s why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members.

**Your new role**

The Complaints Data & Reporting Analyst is a newly create role within our Member Sentiment, Voice of Customer (VOC) function. The Member Sentiment function is to champion member voice across the Fund to listen to, analyse and act upon member sentiment to advocate for members by sharing meaningful insights that drive optimisation of the member experience. The Voice of Customer team listens to how customers experience AustralianSuper, then partners across the Fund to improve those experiences.

The primary focus of this role is to be the guardian of dispute resolution data for the Trustee and play a pivotal role in the operational governance and oversight practices being delivered by the broader Member Sentiment team. You will lead data management of complaints data and the delivery of insightful reporting on operational performance and complaint analysis.

Key duties and responsibilities include but are not limited to
- Data Management - managing day to day interactions with the Fund Administrator to ensure quality and delivery of data to agreed specifications.
- Create, maintain, and deliver meaningful operational dashboards to inform the active management of dispute resolution functions.
- Develop and deliver valuable and consistent reporting on the performance of dispute resolution functions.
- Identify insights and trends that drive continuous improvement and improved quality of complaints management. Nurture and maintain internal relationships across all levels of the Fund and the administrator.

**What you’ll need**
- 7 years of experience within data analytics and/or market research.
- Experience working with large data sets within a heavily regulated environment with the ability to understand and translate to a wide audience.
- Experience with Customer Experience (CX) Platforms such as Qualtrics, highly advantageous.
- Ability to code in SQL, R and/or Python.
- Exceptional attention to detail. Strong written and verbal communication skills.

**Life at AustralianSuper**

AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching, and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we’re happy to discuss what this looks like for you.

We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

**What’s next.**

Australian or New Zealand citizenship or Australian permanent residency status is required.

**Progress powered by purpose.

  • Complaints Officer

    1 week ago

    Melbourne, Australia Link Group Full time

    **Overview** Investigate and coordinate complaints activity, providing a robust and transparent complaints process that will improve member experience and enable mutually satisfactory outcomes. Identify any permanent corrective actions and make recommendations where possible to reduce business risk and eliminate repeat activity. **Key Accountabilities and...

  • Complaints Officer

    2 weeks ago

    Melbourne, Australia Mercer Full time

    **Complaints Officer** **What can you expect?** What we offer is a chance to join a company that is not only winning, but is transforming in the most exciting way possible. Our CEO, David Bryant, is dedicated to Mercer Australia being a “people first” culture. This means that great performers are greatly rewarded. We pride ourselves on providing...

  • Officer, Complaints Analytics

    1 week ago

    Melbourne, Australia NAB - National Australia Bank Full time

    **Work type**: Fixed term Full time, Secondment **Location**: VIC- Melbourne CBD **10 Month Fixed Term Opportunity** Working within a small team of data analysts, you will review and categorize customer complaints, in line with complaints classification framework. **It’s more than a career at NAB. It’s about more opportunity, more moments to make a...

  • Associate Complaints Governance

    3 days ago

    Melbourne, Australia NAB - National Australia Bank Full time

    **Work type**: Permanent Full time **Location**: VIC- Melbourne CBD In Customer Resolution and Remediation, we are working towards making it easy for our customers and the community to feel heard and have any complaints resolved fairly & efficiently. This role will be incredibly rewarding and you will have the opportunity to make a difference for our...

  • Complaints Resolution Manager

    3 days ago

    Melbourne, Victoria, Australia beBeeComplaints Full time $120,000 - $150,000

    Job TitleCustomer Experience Manager - Complaints ResolutionManage a team of specialists to resolve customer complaints efficiently and effectively.Job DescriptionThis role involves managing a team responsible for resolving customer complaints in the ANZ region. You will oversee a team of 5 specialists, ensuring that complaints are resolved promptly and...

  • Senior Complaints Professional

    2 days ago

    Melbourne, Victoria, Australia beBeeComplaintsHandling Full time $90,000 - $120,000

    Job TitleWe are seeking a highly skilled Senior Complaints professional to lead our complaints handling efforts.Job Description:  To develop and implement effective complaint handling procedures to maintain a positive customer experience.  Conduct regular quality assurance reviews to ensure compliance with policies and procedures.  Analyze trends and...

  • Senior Complaints Manager

    14 hours ago

    Melbourne, Victoria, Australia beBeeComplaint Full time $110,000 - $155,000

    Dispute Resolution Team Leader RoleThe Dispute Resolution Team Leader is responsible for overseeing the management of complaints in the EDR or external complaints team for the ANZ region.This role involves leading a team of specialists who resolve AFCA and FDRS complaints, with a focus on delivering an exceptional customer experience and analytical skills to...

  • Complaints & Resolution Specialist

    2 weeks 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 Resolution Partner

    4 days ago

    Melbourne, Australia Australian Unity Full time

    As a **Complaints Resolution Partner** within our Home Health platform, you will play a proactive role in investigating, recording, escalating, and responding to complaints from both internal and external sources. Your work will be crucial in ensuring our complaint handling processes are fair, efficient, respectful, and timely. By addressing concerns...

  • Complaints Reporting and Quality Specialist

    2 weeks 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...