Complaints & Resolution Specialist | Hybrid Melbourne

Link Group; Melbourne; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible hybrid work

Purchased leave

Parental leave

Volunteer leave

Gender transition leave

Employee recognition program

Learning & development

Employee discounts (Bupa, Microsoft)

Novated car leasing

Job summary

MUFG Pension & Market Services in Melbourne is seeking a Complaints & Resolution Specialist to investigate, resolve and respond to escalated customer complaints within set timeframes. The role identifies trends and contributes to process improvements to enhance member and employer experiences.

The permanent, Melbourne-based role strives to reduce complaint volumes and ensure high-quality outcomes while working within a hybrid model that supports flexible arrangements.

Qualifications

• Experience handling complaints in superannuation or financial services.
• Excellent written and verbal communication skills.
• Strong file management and organisational abilities.
• Continuous improvement mindset with risk awareness.
• Ability to work with stakeholders across the organisation.

Responsibilities

• Provide end-to-end customer experience via phone, in-person and written communications.
• Empathetically listen to complaints and act promptly to resolve.
• Provide high-quality written responses to all complaints.
• Review files, identify gaps and request information to progress.
• Ensure SLAs and legislative timeframes are met and drive service improvement.

Skills

Complaints handling

Superannuation knowledge

Communication skills

Analytical thinking

Problem solving

Attention to detail

Job description

MUFG Pension & Market Services in Melbourne is seeking a Complaints & Resolution Specialist to investigate, resolve and respond to escalated customer complaints within set timeframes. The role identifies trends and contributes to process improvements to enhance member and employer experiences.

The permanent, Melbourne-based role strives to reduce complaint volumes and ensure high-quality outcomes while working within a hybrid model that supports flexible arrangements.