Complaints Support Officer is responsible for providing comprehensive administrative support to the complaints management team. This role ensures the efficient handling of all administrative tasks related to complaints, maintaining accurate records and assisting with reporting. Additionally, the Complaints Administration Officer will handle simple Internal Dispute Resolution (IDR) complaints, ensuring timely and effective resolution in accordance with regulatory and company policies and procedures. The

Key Responsibilities & Deliverables:

Manage the complaint and SDSO forms, ensuring accurate and timely transfer of complaints into the complaints register in line with regulatory requirements.

Issue complaint acknowledgements and other relevant communications to customers, maintaining a professional and empathetic tone.

Review and approve complaint payments in the SAX management system, ensuring compliance with internal procedures.

Review and amend SAX information management requests as required, ensuring data accuracy and integrity.

Reconcile AFCA invoices for payment, ensuring alignment with the closure stage of complaints and maintaining accurate financial records.

Assist in the preparation of detailed reports and documentation for management review, providing insights and recommendations.

Manage and resolve simple IDR complaints in accordance with regulatory codes (ASIC RG 271, GICOP, FIC), ensuring fair and reasonable decisions based on comprehensive evidence.

Investigate and communicate travel insurance complaints impartially, providing timely updates to customers and stakeholders, and maintaining accurate records of findings and resolutions.

Monitor and report on complaint handling activities, conducting root cause analyses to identify systemic issues and ensure compliance with internal and regulatory requirements.

Collaborate with internal departments such as (but not limited to) product, claims, medical, and customer service to identify process improvement opportunities and enhance the overall customer experience.

Regularly review and assess personal KPIs to ensure alignment with team and organisational objectives, using feedback and performance data to improve effectiveness.

Participate in continuous improvement initiatives, contributing ideas and feedback to enhance and streamline complaint processes.

Complete ad hoc tasks as required by the manager to support the complaints team and the overall dispute resolution process.

Experience & Qualifications:

Excellent time management skills, able to prioritise tasks and meet deadlines efficiently.

Strong problem-solving and decision-making skills, capable of analysing issues and implementing effective solutions.

Exceptional verbal and written communication, proficient in simplifying complex issues and conveying information clearly.

Skilled in interacting with customers and internal stakeholders to resolve complaints and provide support, focusing on stakeholder engagement.

Meticulous in managing multiple tasks in a fast-paced environment with high attention to detail.

Proficient in Microsoft Word, Excel, and other Office applications.

Strong ability to organise and maintain records, ensuring accuracy and compliance with policies.

Able to adapt and be flexible, adjusting to changing priorities and work environments.

Willingness to learn and upskill, continuously seeking opportunities for professional development.

Desired Skills:

Tier 2 RG146 accreditation.

Understanding of the insurance code requirements across Australia and New Zealand, as well as other relevant regulatory frameworks such as ASIC RG271.

Familiarity with Protecht or other similar compliance and complaints management software.

Experience in complaints handling, dispute resolution or another related field.