Member Complaints Consultant

Equip Super; Melbourne; Hybrid; AUD 70,000 - 90,000; Full time

Job summary

Equip Super is a purpose-led organisation serving members across Australia. The Complaints Consultant role focuses on delivering positive outcomes by resolving complaints, investigating root causes, and balancing member needs with regulatory requirements.

You will prepare responses, maintain records, analyse trends, and contribute to continuous improvement while supporting compliance and external dispute resolution when needed. This is a hybrid work role with flexible options.

Qualifications

• Member-focused mindset and strong communication and analytical skills.
• Exceptional attention to detail and accuracy.
• Ability to manage competing priorities while maintaining high service standards.
• Experience in Complaints is advantageous; experience in Superannuation is required.

Responsibilities

• Investigate and resolve member complaints in a fair, timely manner.
• Prepare professional complaint responses and maintain accurate records.
• Identify root causes and collaborate with stakeholders across the business.
• Analyse complaint trends and contribute to continuous improvement.
• Support compliance obligations and assist with external dispute resolution where required.

Skills

Strong communication skills

Analytical skills

Attention to detail

Ability to manage competing priorities

Job description

Join a purpose led organisation where people come first and every role helps to contribute to better retirement outcomes for our members.

At Equip Super, we’re focused on helping our members prepare for, and enjoy financial freedom in retirement. As a profit‑to‑member industry superannuation fund, everything we do is guided by strong governance, long term thinking and high quality service. With a strong national presence, we’re proud to serve our valued Members all across Australia.

We are a supportive, purpose driven organisation with a member and people centred culture. We support genuine flexible and hybrid working, diverse opportunities for learning, development, and career growth and our people have access to a range of benefits and discounts spanning wellbeing, health, fitness, technology, entertainment and shopping.

Job Description

As a Complaints Consultant at Equip Super, you will be empowered to deliver positive outcomes for our members by managing and resolving complaints in a fair, timely and member focused manner. In this role, you will investigate complaints, identify root causes, collaborate with stakeholders across the business, and deliver effective resolutions that balance member needs with regulatory and business requirements.

You will prepare professional complaint responses, maintain accurate records, analyse complaint trends, and contribute to continuous improvement initiatives that enhance both member experience and organisational performance. You will also support compliance obligations and assist with external dispute resolution matters where required.

Desired Skills and Experience

To be successful in this role and business you will be member focused professional with strong communication and analytical skills, exceptional attention to detail, and the ability to manage competing priorities while maintaining a high standard of service. While experience working in a Complaints role is advantageous, experience in Superannuation is required.

This is an excellent opportunity for someone who is passionate about resolving issues, driving service excellence, and making a meaningful difference to member outcomes.

Not sure you meet every requirement? We encourage you to apply. We value diverse perspectives and potential.

Our Commitment to Inclusion: Equip Super is committed to creating an inclusive, safe, and equitable workplace. We welcome applications from people of all backgrounds, identities, and experiences including First Nations peoples, culturally and linguistically diverse communities, LGBTQIA+ people, people with disability, and those returning to the workforce. If you require adjustments at any stage of the recruitment process, we’re here to support you.

Recruitment agencies play an important role in our overall talent strategy; however, this vacancy is being managed by our internal team. Please note that we are unable to accept unsolicited or floated CVs or profiles.