Complaints Officer

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

Castle Insurance and Sure Insurance are part of the same group, working together to deliver simple, fair and transparent insurance solutions for customers and broker partners.

Sure Insurance is on a mission to bring the fair back to insurance. We put people at the centre of what we do, with a focus on doing what’s right, keeping things simple and continuously improving how we operate. At the heart of our business is understanding and pricing risk effectively, while delivering clear and fair outcomes for our customers and partners.

Castle Insurance, launched in 2025, is our broker-exclusive brand, providing Home & Contents insurance across Accidental Damage, Defined Events and Residential Landlord products. Originally underwritten by QBE, and soon to be Canopius, it has quickly grown to become a major market participant with strong growth prospects.

The Sure Group is currently 70% owned by the Steadfast Group.

About the Role:

The Complaints Officer role is responsible for complaint handling and dispute resolution relating to our Castle policy customers. You’ll work within our supportive and friendly complaints team, to ensure our customers’ concerns are handled fairly and efficiently, ensuring compliance with industry regulations, such as GICOP, ASIC, and AFCA.

Key Responsibilities:

Manage complaints, ensuring they are resolved fairly and in line with regulatory standards.

Communicate with customers in a clear, professional, and empathetic manner, keeping them updated.

Work closely with internal teams to resolve issues and improve service where needed.

Keep accurate records of complaints and resolutions in our management system.

Ensure compliance with relevant regulations, incl ASIC’s RG 271, and GICOP.

Escalate unresolved issues to the appropriate channels, like the IDR team or AFCA.

Offer outstanding customer service by ensuring customers feel heard, valued, and supported.

Look for trends in complaints and share feedback to help improve processes and services.

Help educate customers on their entitlements and the claims process.

About You:

At least 12 months of experience dealing with complaints, in alignment with RG271

Prior experience in a Claims Service role, and in-depth understanding of GICOP practice & compliance

A strong passionate commitment to customer service, with a proactive and solution-oriented mindset

An excellent communicator with well-developed stakeholder management skills,

Fully engaged and proactive, takes full personal responsibility and goes the extra mile.

Why Join Us?

Join a positive values based company where people genuinely come first

Work flexibly - Hybrid if Brisbane based (HQ Capalaba) or Remote options

Be inspired by a passionate leadership team, who have created a positive work culture

Excellent personal and professional development opportunities

Enjoy many benefits including a paid day off to celebrate your birthday