Summary

This mid-level, 12-month fixed-term role handles member complaints within AustralianSuper’s Member Resolutions Team. It focuses on resolving non-complex complaints, triaging escalations and allocating cases in line with Fund and regulatory requirements.

Responsibilities

• Record new complaints transferred by phone
• Resolve non-complex administration idr complaints
• Call complainants identified through surveys and social media
• Triage and refer administration tasks for new complaints
• Recommend workflow allocations across the resolutions team
• Escalate complex cases and matters drawing media attention
• Identify improvements to member service and complaint processes