Complaints Officer

At Sure Insurance, we aspire to be the leader in providing our customers with insurance products that are fair, transparent and represent value for money. We are committed to ensuring that every customer interaction is one that leaves them delighted. We pride ourselves on not operating like your typical insurance company but as part of a community.

What we offer you:

• Head office based in Capalaba
• An opportunity to be part of Queensland's fastest growing insurance business
• Focus on servicing the Customer, not average call times
• Passionate management team who genuinely enjoy creating a culture that rewards high performance whilst encouraging personal growth and great customer outcomes.
• Excellent personal and professional development opportunities
• Genuine flexibility with hybrid work options available
• Enjoy a paid day off to celebrate your birthday each year

The Role:

We are looking for a Complaints Officer to join our friendly and supportive team. In this role, you'll be the key person ensuring our customers' concerns are handled fairly and efficiently. You'll manage complaints, ensuring compliance with industry regulations, such as GICOP, ASIC, and AFCA.

What You'll Do:

Complaint Handling & Resolution:

• Manage complaints, ensuring they are resolved fairly and in line with regulatory standards.
• Communicate with customers in a clear, professional, and empathetic manner, keeping them updated on the resolution process.
• Work closely with internal teams to resolve issues and improve service where needed.
• Keep accurate records of complaints and resolutions in our management system.
• Ensure compliance with relevant regulations, including ASIC's RG 271 and the General Insurance Code of Practice.
• Escalate unresolved issues to the appropriate channels, like the IDR team or AFCA.
• Offer outstanding customer service by ensuring customers feel heard, valued, and supported.
• Look for trends in complaints and share feedback to help improve processes and services.
• Help educate customers on their entitlements and the claims process.

What We're Looking For:

Experience:

• At least 12 months of experience dealing with complaints, in alignment with RG271
• Experience in a Claims Service role
• A passion for customer service and helping others.