Member Complaints Consultant

Equip Super Pty Ltd; Melbourne; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid work

Wellbeing discounts

Career development opportunities

Job summary

Equip Super Pty Ltd is seeking a Complaints Consultant to manage and resolve member complaints in a fair, timely and member-focused manner. You will investigate issues, identify root causes, and collaborate with stakeholders to deliver effective resolutions that balance member needs with regulatory requirements.

You will prepare responses, maintain records, analyse complaint trends, and contribute to continuous improvement that enhances member experience and organisational performance, including

Qualifications

• Strong communication and analytical skills with attention to detail.
• Experience in complaints handling or customer service.
• Experience in Superannuation is advantageous or required.

Responsibilities

• Investigate complaints, identify root causes, and collaborate with stakeholders across the business.
• Prepare professional complaint responses, maintain records, analyse complaint trends.
• Support compliance obligations and assist with external dispute resolution matters as required.

Skills

Strong communication skills

Analytical thinking

Attention to detail

Experience handling complaints

Job description

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.

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.

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.

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.