Senior Complaints Resolution Specialist

SG Fleet; Sydney; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Wellness days

Paid parental leave (20 weeks)

Education budget and LinkedIn Learning

Volunteer days (2 per year)

Employee assistance program

Job summary

SG Fleet is seeking a seasoned Complaints Resolution professional to oversee complex, high-risk, escalated customer complaints within the Internal Dispute Resolution framework. You’ll act as a subject matter expert, ensuring regulatory compliance and driving continuous improvement to enhance customer experience and business outcomes.

The role involves guiding Complaints Resolution Specialists, analyzing trends, and partnering with Risk and Compliance teams to maintain regulatory alignment.

Qualifications

• Experience handling complex, escalated or externally referred complaints with regulatory considerations.

Responsibilities

• Manage and resolve complex, high-risk, escalated customer complaints in line with regulatory obligations.

Skills

Complex complaints handling

Regulatory compliance

Stakeholder influence

Coaching/mentoring

Investigations & root-cause analysis

Education

Year 12 or equivalent

Tools

Complaint management systems

Case management tools

MS Office

Job description

This position is responsible for overseeing complex, high-risk, and escalated customer complaints while supporting the effective operation of SG Fleet's Internal Dispute Resolution (IDR) framework. The role acts as a subject matter expert for complaints management, ensuring regulatory compliance, driving continuous improvement, and providing insights that enhance customer experience and business outcomes.

Job Requirements

• Completion of Year 12 (or equivalent) or relevant experience in complaints management, dispute resolution, financial services, insurance, customer advocacy or a related field
• Proven ability to build effective relationships and influence stakeholders across all levels of the business to achieve customer-focused outcomes
• Experience providing coaching, guidance, and subject matter expertise to others
• Demonstrated experience managing complex, escalated, or externally referred complaints
• Strong understanding of complaint handling regulatory requirements and dispute resolution frameworks
• Experience analysing complaint trends and identifying opportunities for business improvement
• Strong investigative, analytical, and problem-solving skills, with the ability to assess information, identify root causes, and determine fair and balanced outcomes
• Excellent written and verbal communication skills, including the ability to prepare high-quality correspondence, reports, and recommendations
• Strong organisational and time management skills, with the ability to manage multiple priorities and meet regulatory and service level deadlines
• Proficiency in complaint management systems, case management tools, and Microsoft Office applications

Job Responsibilities

• Manage and resolve complex, high-risk, escalated, customer complaints, ensuring fair, consistent, customer-focused outcomes that align with regulatory obligations, organisational standards, and service level requirements
• Coordinate the day-to-day operation of the complaints function and Internal Dispute Resolution (IDR) process, overseeing workflow, case allocation and complaint monitoring to support efficient and effective resolution outcomes
• Act as a subject matter expert and escalation point for Complaints Resolution Specialists, providing guidance, coaching, and support on complex investigations, complaint handling best practice, and decision-making
• Support the governance and compliance framework for complaints management, including monitoring adherence to ASIC RG271 requirements, contributing to audits and regulatory reporting, and partnering with Risk and Compliance teams to maintain regulatory alignment
• Conduct root cause analysis and complaints reporting, identifying trends, emerging risks, and opportunities for process improvement, and providing actionable insights to support business decision-making
• Partner with stakeholders across the business to enhance complaints capability, providing training, advice, and support to drive consistent complaint handling practices and customer outcomes
• Contribute to the continuous improvement of complaints processes, systems, and frameworks, identifying opportunities to improve efficiency, compliance, customer experience, and overall business performance
• Recharge and relax with up to 4 days of wellness days every year
• We offer industry leading 20 weeks paid parental leave
• Monetary service milestone awards
• Career progression opportunities
• Education support towards learning and development, includes a learning budget per year, free access to LinkedIn Learning and more
• Two paid volunteer days each year
• Health and wellbeing support including a subsidy and an Employee assistance Program