Complaints Officer

**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 Main Responsibilities**
- Provide excellent customer service in managing and resolving complaints
- Communicate effectively with complainants and other stakeholders to enable mutually satisfactory outcomes
- Provide high quality written responses to all complaints including client, employer and member complaints
- Complete regular weekly and monthly reporting on complaints and distribute to the relevant departments within agreed timeframes
- Ensure data integrity and quality of responses are at a high standard so that the complaints management system runs smoothly
- Receive and record complaints on internal systems, maintaining database as well as member account information
- Assess, investigate and compile relevant information to support all complaints from initial receipt to resolution
- Manage and oversee workflow for the team, allocating tasks and requests as required
- Ensure service standards are met and maintained across the team, meeting commitments and delivering results to a high quality standard
- Liaise with complainants where appropriate during the course of rectification process providing responses and feedback as required
- Interpret complex policies, product information and procedures to determine suitable actions and responses
- Identify and escalate high net worth or media complaints to mitigate risks
- Coordinate and work with various business units to ensure appropriate information is received and actions taken in a timely manner
- Build and maintain good working relationships with colleagues and external parties to achieve desirable outcomes
- Make recommendations for changes or actions for be taken as a result of root cause analysis
- Assist in the development of a high quality focus business environment that achieves continual process improvement
- Support best practice initiatives, investigating processes and seeking feedback to continually improve practices and procedures
- Imparting knowledge and working with others to identify opportunities to improve efficiencies and processes
- Report all non-compliance with policy or procedures
- Complete regular reporting as required
- Comply with all company policies and procedures including OH&S, Code of Conduct and Core Values
- Manage the complaints process in accordance with legal, risk and compliance requirements
- Key point of escalation for Trustee Offices and other Leads related to complaints management, root cause identification, reporting and continuous improvement
- Convenes regular internal and external forums in order to review complaints reporting, trend analysis, operational process improvements and preventative actions
- Promote a positive and professional Link Group culture within the team
- Ensures currency of key Complaint documentation: policy, procedures, processes, letter templates, QA framework, training and induction manual etc
- The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

**Experience & Personal Attributes**
- Excellent written and verbal communication skills;
- Continuous improvement focus, with the ability to identify risk, cost efficiencies and business improvements;
- Strong analytical and problem solving skills;
- High level of motivation, innovation and initiative in line with Link's objectives;
- Exceptional attention to detail, time management and organisational skills;
- Commercial, risk aware and outcomes focused;
- Understanding of Link's core services and strategic objectives;
- Ability to work across Link Group organisational boundaries and build strong working relationships with key stakeholders;
- Ability to be deal with ambiguity and change in role direction and focus when required to support the business need;
- Process Improvement or Complaints experience; and
- Thorough knowledge of Best Practice administration processes and procedures.
- Solve complex issues and engage appropriate stakeholders as required
- Tertiary qualifications in Business or a related discipline; and
- Superannuation industry knowledge and experience at an operational level.
- ASFA qualification or equivalent

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data ana