Overview Investigate and coordinate complaints activity, providing a robust and transparent complaints process that will improve member experience and enable mutually satisfactory outcomes.
Identify any permanent corrective actions and make recommendations where possible to reduce business risk and eliminate repeat activity.
Key Accountabilities and Main Responsibilities Provide excellent customer service in managing and resolving complaintsCommunicate effectively with complainants and other stakeholders to enable mutually satisfactory outcomesProvide high quality written responses to all complaints including client, employer and member complaintsComplete regular weekly and monthly reporting on complaints and distribute to the relevant departments within agreed timeframesEnsure data integrity and quality of responses are at a high standard so that the complaints management system runs smoothlyReceive and record complaints on internal systems, maintaining database as well as member account informationAssess, investigate and compile relevant information to support all complaints from initial receipt to resolutionManage and oversee workflow for the team, allocating tasks and requests as requiredEnsure service standards are met and maintained across the team, meeting commitments and delivering results to a high quality standardLiaise with complainants where appropriate during the course of rectification process providing responses and feedback as requiredInterpret complex policies, product information and procedures to determine suitable actions and responsesIdentify and escalate high net worth or media complaints to mitigate risksCoordinate and work with various business units to ensure appropriate information is received and actions taken in a timely mannerBuild and maintain good working relationships with colleagues and external parties to achieve desirable outcomesMake recommendations for changes or actions for be taken as a result of root cause analysisAssist in the development of a high quality focus business environment that achieves continual process improvementSupport best practice initiatives, investigating processes and seeking feedback to continually improve practices and proceduresImparting knowledge and working with others to identify opportunities to improve efficiencies and processesReport all non-compliance with policy or proceduresComplete regular reporting as requiredComply with all company policies and procedures including OH&S, Code of Conduct and Core ValuesManage the complaints process in accordance with legal, risk and compliance requirementsKey point of escalation for Trustee Offices and other Leads related to complaints management, root cause identification, reporting and continuous improvementConvenes regular internal and external forums in order to review complaints reporting, trend analysis, operational process improvements and preventative actionsPromote a positive and professional Link Group culture within the teamEnsures currency of key Complaint documentation: policy, procedures, processes, letter templates, QA framework, training and induction manual etcThe above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs. Experience & Personal Attributes Excellent written and verbal communication skills;Continuous improvement focus, with the ability to identify risk, cost efficiencies and business improvements;Strong analytical and problem solving skills;High level of motivation, innovation and initiative in line with Link's objectives;Exceptional attention to detail, time management and organisational skills;Commercial, risk aware and outcomes focused;Understanding of Link's core services and strategic objectives;Ability to work across Link Group organisational boundaries and build strong working relationships with key stakeholders;Ability to deal with ambiguity and change in role direction and focus when required to support the business need;Process Improvement or Complaints experience;Thorough knowledge of Best Practice administration processes and procedures;Solve complex issues and engage appropriate stakeholders as required;Tertiary qualifications in Business or a related discipline;Superannuation industry knowledge and experience at an operational level;ASFA qualification or equivalent.
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