Complaints Reporting and Quality Specialist - Melbourne, Australia - UniSuper

UniSuper

Verified Company

Melbourne, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Are you looking to join a high-performing, award-winning team? Come and join our Member & Advice function where our front-line teams help to support our members, in turn creating great retirement outcomes.

Through this focus we have been recognised for our excellence, exceptional customer service and high performance. Be part of our inclusive, passionate team and make a difference with UniSuper.

You will be empowered to grow your career and contribute from day one in an organisation that supports your mental, physical, and financial wellbeing.

The opportunity
Within our Member & Advice function this position sits within the Complaints & Advocacy team. This team are focused on developing a voice of customer, providing strong customer advocacy, whilst managing complaints.

This brand new position is a role that will provide you with significant opportunities to make a positive impact on our members.

As a Complaints Reporting & Data Analyst, you will play a pivotal role in ensuring the quality reporting and analysis of member, employer, and external adviser complaints.

In addition, key responsibilities include:

Data Review and Analysis:
Conduct indepth analysis complaint data to identify trends and patterns
Classify complaints for root cause analysis
Reporting Requirements:
Generate routine and adhoc reports for stakeholders
Prepare reports for committees, management, and audits
Analysis and Insights:
Collaborate with crossfunctional teams to analyse customer complaints
Provide actionable recommendations
Process Improvement and Optimization:
Identify opportunities to streamline and improve the customer complaints reporting and analysis process
Optimize data workflows and automate tasks
Compliance and Documentation:
Ensure regulatory compliance for complaints reporting
Maintain accurate documentation of data sources, methodologies, and analysis procedures

About you

Are you ready to make an impact? We're seeking a driven individual who is passionate about trend analysis and utilising data to find solutions.

To be shortlisted for this critical position you must have previous superannuation experience and / or extensive experience working to RG271 regulations.

In addition, you should ideally be able to demonstrate:

Effective Communication: Ability to convey technical info to diverse audiences, including non-technical audiences

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Attention to Detail: Must be meticulous about data accuracy and quality
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Analytical & Problem Solving Skills: Previous experience in translating complex data into actionable insights
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Data Proficiency: Proficiency in data manipulation and analysis using tools such as SQL, Excel, and statistical software (e.g., R, Python)

About UniSuper
We believe that the best way to achieve great things is when we come together and collaborate. Therefore, we ask you to be able to commit to 60% of your time in office.

UniSuper's high performance culture is supported by a range of benefits that demonstrates our commitment to ensuring our employees achieve their full potential, thrive, and grow their career with us

These include:

A personal development budget of $1500 to support employees in their professional growth
Exceptional parental leave to support employees in balancing their work and family responsibilities
Mental physical and financial wellbeing initiatives

**Think Great. Create Great.