Complaints Analytics Specialist

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

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.