Member Complaints & Resolution Specialist

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

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.