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Apply now Job no: 637411
Work type: Permanent Full Time
Location: Sydney - Inner Suburbs & CBD
Categories: Insurance, Wealth, Advice, Super, Investment, Life Risk, Team Member


Customer Relations Specialist

  • Provide exceptional customer service by effectively managing, investigating and resolving complaints fair and reasonably
  • Be the technical resource on complex complaint matters
  • Sydney CBD location

About the team

The Customer Relations team is dynamic team that is committed to improving the quality of our customers’ experiences. The Customer Relations plays an active role in enhancing the customer experience across the Suncorp Group. You will actively respond to customer complaints (complaints) and use the feedback to turn negative customer experiences into positive ones and drive changes to fix pain points and improve their experience.

About the role

As Customer Relations Specialist, you will provide exceptional customer service by effectively managing, investigating and resolving complaints for a variety of streams within the Suncorp Group’s Life Business. This includes Insurance (Death, Income Protection, Trauma & TPD products), Financial Advice, Group Risk and Superannuation.


You will work collaboratively with stakeholders to agree an appropriate resolution, and provide feedback and/or training across the business to ensure customer pain points identified through customer complaints are fixed to improve the overall customer experience.

More specifically you will

  • Manage complaints placing the customer at the forefront to achieve a successful resolution.
  • Assist in providing and maintaining a common technical resource on complex complaint matters and guidelines for business units.
    Provide complex case referral support.
  • Provide effective root causes analysis of complaint drivers and provide feedback with recommendations.
  • Be responsible for the development and ongoing improvement of case management standards, quality assurance and the level of service delivered to Suncorp’s stakeholders.
  • Deliver recommendations to internal stakeholders for any improvements to systems, processes or products that have been identified in investigation of disputes.

What you will need to succeed

  • Undergraduate Degree in Law, business or similar discipline is desirable.
  • Dispute Resolution (DR), Negotiation or mediation studies would be highly regarded.
  • Experience in a Dispute Resolution Role desirable.
  • Minimum 3-5 years of experience in the life insurance industry is required.
  • Minimum 3-5 years’ experience Complaints Resolution body or a legal firm is desirable.

What Suncorp will offer in return

  • High potential career development opportunities at an ASX top 20 company on the move.
  • A professional, supportive and friendly culture.
  • A range of corporate and life style benefits.
  • Employer of choice for gender equality.

Click to apply or for more information contact Daniel Kefalas on 02 8121 3220

Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time

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