Complaints & Customer Experience Specialist - Remote

Sure Insurance; Brisbane; Hybrid; AUD 70,000 - 90,000; Full time

Job summary

Sure Insurance is seeking a Complaints Officer to handle and resolve Castle policy complaints with fairness and regulatory compliance. You will work in a supportive team, communicating clearly with customers and coordinating with internal teams to improve service and outcomes.

Role emphasizes understanding RG271 and GICOP, providing empathetic customer service, and escalating unresolved issues as needed. Hybrid/remote options may apply for Brisbane-based candidates.

Qualifications

• 12 months+ experience dealing with complaints (RG271).
• Strong understanding of GICOP practice & compliance.
• Excellent communicator with stakeholder management skills.
• Proactive, solution-oriented mindset and strong customer focus.

Responsibilities

• Manage complaints and ensure fair resolution in line with regulatory standards.
• Communicate with customers in a clear, professional, and empathetic manner.
• Work with internal teams to resolve issues and improve service.
• Keep accurate records of complaints and resolutions in the management system.
• Ensure compliance with regulations including RG 271 and GICOP.

Skills

Customer service

Communication

Stakeholder management

Complaint handling

Job description

Sure Insurance is seeking a Complaints Officer to handle and resolve Castle policy complaints with fairness and regulatory compliance. You will work in a supportive team, communicating clearly with customers and coordinating with internal teams to improve service and outcomes.

Role emphasizes understanding RG271 and GICOP, providing empathetic customer service, and escalating unresolved issues as needed. Hybrid/remote options may apply for Brisbane-based candidates.