- Provide excellent customer service in managing and resolving complaints
- Communicate effectively with complainants and other stakeholders to enable mutually satisfactory outcomes
- Provide high quality written responses to all complaints including client, employer and member complaints
- Complete regular weekly and monthly reporting on complaints and distribute to the relevant departments within agreed timeframes
- Ensure data integrity and quality of responses are at a high standard so that the complaints management system runs smoothly
- Receive and record complaints on internal systems, maintaining database as well as member account information
- Assess, investigate and compile relevant information to support all complaints from initial receipt to resolution
- Manage and oversee workflow for the team, allocating tasks and requests as required
- Ensure service standards are met and maintained across the team, meeting commitments and delivering results to a high quality standard
- Liaise with complainants where appropriate during the course of rectification process providing responses and feedback as required
- Interpret complex policies, product information and procedures to determine suitable actions and responses
- Identify and escalate high net worth or media complaints to mitigate risks
- Coordinate and work with various business units to ensure appropriate information is received and actions taken in a timely manner
- Build and maintain good working relationships with colleagues and external parties to achieve desirable outcomes
- Make recommendations for changes or actions for be taken as a result of root cause analysis
- Assist in the development of a high quality focus business environment that achieves continual process improvement
- Support best practice initiatives, investigating processes and seeking feedback to continually improve practices and procedures
- Imparting knowledge and working with others to identify opportunities to improve efficiencies and processes
- Report all non-compliance with policy or procedures
- Complete regular reporting as required
- Comply with all company policies and procedures including OH&S, Code of Conduct and Core Values
- Manage the complaints process in accordance with legal, risk and compliance requirements
- Key point of escalation for Trustee Offices and other Leads related to complaints management, root cause identification, reporting and continuous improvement
- Convenes regular internal and external forums in order to review complaints reporting, trend analysis, operational process improvements and preventative actions
- Promote a positive and professional Link Group culture within the team
- Ensures currency of key Complaint documentation: policy, procedures, processes, letter templates, QA framework, training and induction manual etc
- The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.
- 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 be deal with ambiguity and change in role direction and focus when required to support the business need;
- Process Improvement or Complaints experience; and
- 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; and
- Superannuation industry knowledge and experience at an operational level.
- ASFA qualification or equivalent
Our Retirement & Superannuation Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.
By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients.
Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.
We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.
Candidates must have the relevant work rights to be considered for an opportunity at Link Group. Successful applicants will be required to complete background screening prior to commencement of employment.
