North Sydney | Hybrid | Permanent
Eligibility: Australian Citizen or Permanent Resident
MAYDAY Recruitment is partnering with a fast-growing, venture-backed pet insurance and health technology business to recruit a Senior Complaints Specialist to join their core operations team.
This is a highly hands-on role for an experienced insurance complaints professional who knows how to manage complex cases, navigate regulatory requirements, and advocate for customers—while still moving at pace in a scaling, modern business.
This role is not general customer service . Strong experience handling formal complaints within insurance , including AFCA exposure , is essential.
The Opportunity
As a Senior Complaints Specialist , you will take ownership of complex customer complaints and escalations from start to finish. You’ll be trusted to manage sensitive, high-impact interactions, interpret policy fairly, and deliver compliant, customer-first outcomes.
You’ll also play a key role in improving how complaints are handled across the business—helping shape communication standards, processes, and tools as the company continues to grow.
Key Responsibilities
- Own and resolve customer complaints and escalations end-to-end, including formal written responses
- Act as a senior point of contact for complex, sensitive, or high-risk cases
- Work confidently within GICOP and AFCA guidelines , including collaboration with internal stakeholders and external bodies where required
- Conduct phone-based complaint resolution when appropriate, balancing empathy with clear outcomes
- 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 and coach team members on tone, judgement, and handling difficult conversations
- Maintain high standards of quality, compliance, and timeliness in a fast-paced environment
About You
- 3+ years’ experience handling complaints within the insurance industry (essential)
- Proven experience managing formal complaints and/or AFCA-related matters
- Strong written communication skills, particularly for formal complaint responses
- Confident handling complex conversations via phone, live chat, and written channels
- Excellent judgement, emotional intelligence, and ownership mindset
- Comfortable working autonomously while collaborating cross-functionally
- Experience with CX tools, automation, or chat platforms is beneficial
- Genuine care for customer outcomes (and their pets 🐾 )
Why This Role
- Join a high-growth, purpose-driven business at an exciting stage of scale
- Work in a senior, trusted role with real ownership and influence
- Shape how complaints and customer communications are handled—not just respond to them
- Collaborative, modern environment that values initiative, judgement, and expertise
If you’re an experienced insurance professional looking to take your complaints expertise to the next level, apply now.
