Complaints Analyst

TAL Australia; Sydney; On-site; AUD 70,000 - 100,000; Full time

Job summary

TAL Australia is seeking a Complaints Analyst to analyze complaints trends, uncover insights, and drive improvements across the claims journey. You will partner with stakeholders to translate feedback into sustainable business changes and strengthen governance through actionable reporting.

You will play a key role in delivering timely remediation, enhancing customer outcomes, and supporting our purpose of protecting Australians with care and empathy.

Qualifications

• Use strong analytical and problem-solving skills to identify trends, uncover insights, and recommend practical solutions.
• Communicate clearly and confidently, translating complex information into meaningful outcomes for different audiences.
• Build trusted relationships with stakeholders at all levels to collaborate effectively and achieve results.
• Influence and engage others to drive positive change and support customer-focused improvements.
• Work proactively and independently, while contributing positively as part of a wider team.
• Bring an understanding of claims, complaints, or customer experience environments, with a passion for improving outcomes for customers.

Responsibilities

• Analyse complaints trends and insights to improve customer and claims outcomes.
• Identify emerging and systemic issues to drive timely remediation and risk reduction.
• Lead continuous improvement initiatives that enhance the customer experience.
• Deliver agreed changes and initiatives within defined timeframes and business priorities.
• Strengthen complaints governance through meaningful reporting and actionable insights.
• Partner with stakeholders to turn customer feedback into sustainable business improvements.

Skills

Analytical thinking

Problem solving

Stakeholder collaboration

Clear communication

Influence and drive change

Customer experience focus

Job description

Company Description

• Work alongside diverse, passionate colleagues and leaders who inspire, support, and value your contributions.
• Enjoy benefits such as discounted insurance, health and well-being programs, and a range of employee benefits to support your lifestyle
• 12 month contract opportunity, open to Sydney or Melbourne

Welcome to TAL. As a leading life insurer, we’ve been protecting Australians for over 150 years. Backed by Daiichi Life, we're driven by big ambitions and empower to create better products and services.

Together with our Partners, we’re helping millions of Australians live a life filled with choices, options, and freedoms. See the direct impact you make delivering support and financial security with care and expertise. Grow beyond expectations with diverse roles, global connections, and exclusive learning opportunities.

Work with passionate, bright and capable colleagues. Feel inspired by supportive leaders. Collaborate with heart, where flexibility, wellbeing and inclusivity is valued. Together, we're reimagining insurance.

So, bring a curious mind and an ambition to help us become the progressive, digitally enabled leading insurer.

Job Description

At TAL, every customer interaction matters, especially during challenging times. As a Complaints Analyst, you'll play an important role in helping us better understand our customers' experiences, turning insights into meaningful improvements that enhance the claims journey. By identifying trends, driving continuous improvement and supporting strong governance practices, you'll help ensure we're learning from feedback and delivering on our purpose of protecting Australians' way of life with care, empathy and confidence.

In This Role You Will

• Analyse complaints trends and insights to improve customer and claims outcomes.
• Identify emerging and systemic issues to drive timely remediation and risk reduction.
• Lead continuous improvement initiatives that enhance the customer experience.
• Deliver agreed changes and initiatives within defined timeframes and business priorities.
• Strengthen complaints governance through meaningful reporting and actionable insights.
• Partner with stakeholders to turn customer feedback into sustainable business improvements.

Qualifications

• Use strong analytical and problem-solving skills to identify trends, uncover insights, and recommend practical solutions.
• Communicate clearly and confidently, translating complex information into meaningful outcomes for different audiences.
• Build trusted relationships with stakeholders at all levels to collaborate effectively and achieve results.
• Influence and engage others to drive positive change and support customer-focused improvements.
• Work proactively and independently, while contributing positively as part of a wider team.
• Bring an understanding of claims, complaints, or customer experience environments, with a passion for improving outcomes for customers.

Additional Information

TAL is one of Australia’s leading life insurers, committed to inclusion, and supporting the career growth of our diverse workforce. We’re proud to be:

• An Inclusive Employer – Recognised as Employer of Choice for Gender Equality by the Workplace Gender Equality Agency and Bronze Tier Status within the Australian Workplace Equality Index
• Diversity Champions – Member of Diversity Council Australia, Australian Disability Network, Pride in Diversity and Champions of Change
• Reconciliation Advocates – Read our Innovate Reconciliation Action Plan.
• We welcome applications from people with diverse experiences, perspectives and backgrounds including Aboriginal and Torres Strait Islander people, caregivers, individuals living with disabilities, people from culturally diverse backgrounds and the LGBTIQ+ community.
• Need adjustments during the recruitment process? Let our team know by getting in touch with us here.—we’re here to support you.

You’re always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And you value working together to find the best solutions for problems.

As part of the recruitment process, there are several checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks.

Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone’s responsibility.

If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately