About this role
About Future Group Future Group is not your traditional financial services company – we're a collective of super funds and services committed to changing our planet now for a better tomorrow. When you join us, you’ll become part of a team united by a clear and important mission: to lead the investment movement by advocating and campaigning for a future worth retiring into. We are looking for someone to join our purpose-led high-growth scale-up as a Superannuation Operations Specialist – Complaints. You’ll support the management of member complaints and help ensure fair, compliant and timely outcomes. You’ll work closely with senior Operations colleagues, administrators, insurers and internal stakeholders to review complaints, support responses, identify issues and contribute to improvements in member experience and complaints management. You may already be working in a superannuation Trustee office, or you may be joining us from a superannuation administrator and looking to broaden your experience into governance, oversight and Trustee responsibilities. And the best bit, you’ll get to work with some fantastic work mates! Future Group values diverse lived experience and identities, and we strongly encourage applications from people of Aboriginal and/or Torres Strait Islander backgrounds, those with caring responsibilities, from culturally and racially marginalised groups, with disabilities, who experience ageism, LGBTQIA+ individuals, and those who face social exclusion due to their social class. We recognise that the recruitment journey may present unique challenges for trans and gender diverse folk, and we are committed to ensuring an inclusive and accessible recruitment process for all. We will happily make any reasonable adjustments to accommodate diverse needs, so if there is anything we can do to support you at any stage of your application, please let us know. For more information about DEIB at Future Group, please contact us at [email protected]. About The Role As our Superannuation Operations Specialist – Complaints, you’ll be responsible for reviewing and supporting the management of complaints across internal dispute resolution and, where required, external dispute resolution processes. You’ll help review complaint information, investigate member concerns, review and coordinate responses and ensure matters are accurately recorded and progressed within required timeframes. You’ll work with administrators, insurers and internal teams to gather information, clarify issues and support fair and well-reasoned outcomes for members. You’ll also contribute to complaints reporting and insights by identifying recurring issues, process gaps and potential systemic concerns. Your work will help improve complaint handling, member communications, operational processes and outcomes. You care about listening to members and helping resolve their concerns fairly. You’re confident reviewing information, asking questions and identifying what needs to happen next. You have strong written communication skills. You have sound judgement and attention to detail. You enjoy working with different stakeholders to resolve issues within clear timeframes. You’re comfortable handling sensitive or difficult matters in a calm and professional way. You’re interested in using complaints insights to improve processes and member experiences.