Complaints Resolution Officer

3 days ago

Melbourne, Victoria, Australia Cbus Super Fund Full time $90,000 - $120,000 per year

About Cbus

Created by workers, for workers, Cbus Super is one of Australia's most successful Superannuation funds. For almost four decades we've proudly represented those who help shape Australia, hard-working individuals who deserve to make the most of their retirement, no matter the industry. As an award-winning fund we've been recognised for the benefits provided to our members and our innovative investment approach. All while staying committed to our member first ethos as a proud Industry Fund.

About the role

The Complaints Resolution Officer (CRO) at Cbus plays a pivotal role in managing and resolving complaints in line with ASIC's RG271 guidelines, ensuring best practice standards are upheld. The role involves building strong relationships with internal and external stakeholders, managing a portfolio of complaints including those referred by AFCA and delivering empathetic, clear and fair communication to complainants. You will proactively resolve issues, apply sound judgement under the Error Rectification Policy, and contribute to continuous improvement by identifying complaint trends and recommending process enhancement to reduce future complaints.

Key Accountabilities

  • Build and maintain strong relationships with internal and external stakeholders through clear and proactive communication
  • Manage a portfolio of Internal Dispute Resolution (IDR) and AFCA complaints, aiming for early and efficient resolution
  • Apply best practice complaint handling aligned with ASIC's RG271 and Cbus standards
  • Communicate empathetically with complainants, providing clear explanations and personalised support
  • Identify complaint trends and contribute to process improvements to reduce future complaints

What will you bring?

  • Experience in a similar Complaints Resolution Officer or Dispute Resolution Officer in Superannuation, Financial Services, Insurance or a similar industry
  • Strong analytical and investigation skills, including root cause analysis and clear communication of findings
  • Proven ability to simplify complex superannuation concepts for diverse audiences and delivery high quality written and verbal communication
  • Demonstrated strong stakeholder relationship management, resilience and a commitment to exceptional service and complaint resolution
  • Strong technical knowledge and understanding of relevant legislation and RG271
  • Passionate about working in a fast paced, member facing environment
  • Outstanding organisational, time management and prioritisation skills

Belong at Cbus

We value difference, and embrace people with diverse backgrounds, experiences, gender identities, abilities and thinking styles. We believe that, with diversity of perspectives and experiences, you get better teams and outcomes. We're looking for people of all genders, races, nationalities, orientations and of all abilities to join us.

We're keen to hear from you

If you've read through the requirements of this role and you feel like you haven't fully met the criteria, we would still encourage you to apply. We're aware of accessibility barriers when it comes to applying for a job and we want to help. If you require assistance with your application, please contact our Talent Acquisition Team via

Like to know more about working with Cbus? Listen to some of our videos with members of the Cbus team on our website,

Applications Close: 8 September 2025

This is a full time-position based in Melbourne

Agencies, please note: All Cbus vacancies are managed by our internal Talent Acquisition Team. Should external assistance be required we will reach out to our preferred agency partners, Thank you.

  • Complaints Resolution Officer

    3 weeks ago

    Melbourne, Victoria, Australia State Government of Victoria, Australia Full time

    Occupation: Governance and risk managementLocation: Melbourne - CBD and Inner Metro suburbsReference: 307About UsThe Victorian Ombudsman exists in recognition of the imbalance of power between the individual and the State, and we aim to level the playing field and protect and promote human rights.In performing our functions under the Ombudsman Act, we...

  • Complaints Resolution Officer

    3 weeks ago

    Melbourne, Victoria, Australia State Government of Victoria, Australia Full time

    Occupation: Governance and risk managementLocation: Melbourne - CBD and Inner Metro suburbsReference: 307About UsThe Victorian Ombudsman exists in recognition of the imbalance of power between the individual and the State, and we aim to level the playing field and protect and promote human rights.In performing our functions under the Ombudsman Act, we...

  • Complaints Resolution Specialist

    2 hours ago

    Melbourne, Victoria, Australia beBeeResolution Full time $75,000 - $95,500

    Job Description:The Intake and Resolution Officer will be responsible for receiving written and verbal notifications and complaints about Victorian disability workers. They will contribute to delivering end-to-end processes for receiving, assessing, conciliating/mediating and resolving complaints under the Disability Service Safeguards Act 2018.This role...

  • Professional in Complaints Resolution

    36 minutes ago

    Melbourne, Victoria, Australia beBeeComplaints Full time $92,332 - $104,762

    Job Title:Complaints Resolution ProfessionalAbout the Role:The Complaints Resolution Professional provides dedicated support to a committee within the legislative framework, collaborating closely with Members from both the Legislative Council and Assembly.Reporting directly to the Senior Research Officer, you will handle complex complaints and enquiries from...

  • Complaints Resolution Specialist

    1 hour ago

    Melbourne, Victoria, Australia beBeeRegulatory Full time $91,418 - $103,725

    Role Summary">This is a dynamic opportunity for an Intake and Resolution Officer to join our regulatory governance team. As the primary point of contact, you will receive and assess notifications and complaints regarding Victorian disability workers.">In this role, you will:">">Assess enquiries, complaints, and notifications about the conduct of disability...

  • Complaints Resolution Specialist

    3 days ago

    Melbourne, Victoria, Australia beBeeCustomerService Full time $50,000 - $80,000

    Are you looking for a career opportunity in customer service?We are seeking a talented individual to join our Early Resolution team as a Customer Complaints Officer.In this role, you will be responsible for handling customer complaints and providing exceptional customer service through various channels.You will need to assess each complaint strategically and...

  • Complaint Resolution Specialist

    1 week ago

    Melbourne, Victoria, Australia beBeeProfessional Full time $95,000 - $125,000

    Dispute Resolution ProfessionalAs a dispute resolution professional, you will be part of an exceptional team that focuses on fair and timely complaint resolutions. You will adhere to regulatory guidelines and ensure that complainants receive the best possible outcomes. Your role will involve handling end-to-end complaints for a trustee office, overseeing...

  • Complaints And Dispute Resolution Officer

    7 hours ago

    Melbourne, Victoria, Australia Cover-More Full time

    **Description**:Travel Guard (as part of Zurich Cover-More) is a leading travel insurance provider, serving millions of leisure and business travellers worldwide. We offer a comprehensive portfolio of travel insurance solutions and global assistance services across Asia, Europe, the Middle East and the Americas, ensuring 24/7 support to help travellers...

  • Complaints Resolution Manager

    6 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...

  • Complaint Resolution Expert

    2 days ago

    Melbourne, Victoria, Australia beBeeCustomerService Full time $90,000 - $110,000

    Job SummaryWe're on a mission to create an inclusive economy where everyone succeeds.As a key member of our team, you'll be responsible for investigating and resolving complex customer and merchant complaints in a fair and timely manner.The RoleYou'll work closely with the Customer Service team to provide support for escalated complaints and prepare detailed...