Location: North Sydney | Hybrid
Duration: Permanent
Eligibility: Australian Citizen or Permanent Resident
Interview: Week Commencing 5 January 2026
MAYDAY Recruitment is partnering with a fast-growing, venture-backed pet insurance and health technology business to recruit a Customer Communications & Complaints Specialist to join their core operations team.
This organisation is building a modern, customer-first platform that brings together insurance, health, and care for pet parents. With strong funding, rapid growth, and a clear focus on experience, every customer interaction plays a key role in shaping the brand. This role is perfect for insurance professionals looking to use their expertise in complaints handling and customer advocacy in a fast-paced, high-growth environment.
The Opportunity
As a Customer Communications & Complaints Specialist, you will manage complex customer interactions, complaints, and escalations, ensuring customers feel heard, treated fairly, and supported end-to-end.
You’ll act as a trusted point of contact for sensitive and high-impact conversations, while also contributing to the continuous improvement of customer communications, processes, and tooling. Insurance experience will help you thrive here, as you navigate policy interpretation, complaint resolution, and regulatory guidelines.
Key Responsibilities
- Set the standard for clear, warm, and customer-first communication across live chat, phone, and written channels
- Handle customer complaints and escalations end-to-end, including file ownership and formal written responses
- Work confidently within GICOP and AFCA guidelines, including collaboration with internal stakeholders and external bodies where required
- Take ownership of complex or sensitive conversations, including phone-based resolution where appropriate
- Partner cross-functionally to resolve issues and deliver fair, compliant customer outcomes
- Identify and implement improvements to live chat flows, macros, automations, and internal processes
- Support onboarding and coaching of team members, particularly around tone, judgement, and handling difficult conversations
- Balance quality, efficiency, and compliance in a fast-paced, high-growth environment
About You
- 3+ years’ experience in customer service, complaints handling, or customer resolution, ideally within insurance
- Exceptional written communication skills, with the ability to explain complex policy or product details
- Experience handling complaints, escalations, or AFCA-related matters (highly regarded)
- Comfortable working across live chat, phone, and written correspondence
- Strong ownership mindset with sound judgement and emotional intelligence
- Proactive, curious, and driven by continuous improvement
- Experience with chatbots, automation, or CX tooling is a plus
- Genuine care for customers (and pets)
Why This Role
- Join a high-growth, purpose-driven business at an exciting stage of scale
- Play a meaningful role in shaping how customers experience the brand
- Opportunity to influence customer experience strategy, not just respond to enquiries
- Collaborative, modern environment where initiative, ideas, and ownership are valued
If you’re an experienced insurance professional looking to take your customer communications and complaints expertise to the next level, apply now!
