Senior Service Specialist - Complaints

Location: Sydney Head Office, Australia; hybrid working. Applicants must have the right to work in Australia.

Company

hirify.global is an Australian profit-to-member superannuation fund established in 1988, supporting more than two million members and managing around $100 billion in funds.

What you will do

• Manage and resolve member complaints in line with policies, procedures, and regulatory obligations.
• Investigate complex and escalated complaints, including AFCA matters, death disputes, and insurer-related cases.
• Review complaint-handling outcomes from service partners and provide feedback to improve quality and consistency.
• Analyse complaint trends, identify systemic issues, and recommend improvements to reduce member friction.
• Contribute to reporting on complaint volumes, themes, risks, and improvement opportunities.
• Maintain accurate records and collaborate with internal teams and external partners to support timely resolution, compliance, governance, and audits.

Requirements

• Experience managing complaints in superannuation, insurance, financial services, or another regulated environment.
• Strong investigative skills, including root-cause identification and resolution assessment.
• Excellent written communication skills for drafting clear, professional, and member-focused responses.
• Ability to collaborate with multiple stakeholders to achieve quality outcomes.
• Analytical mindset with the ability to identify trends, risks, and process-improvement opportunities.
• Right to work in Australia.

Nice to have

• RG146 or another superannuation, insurance, or financial services certification.
• Lean Six Sigma Green Belt or a similar continuous improvement qualification.

Culture & Benefits

• Purpose-driven work focused on improving member outcomes.
• Hybrid working from the Sydney head office near Circular Quay.
• Personal and professional development opportunities, including LinkedIn Learning.
• Purchase leave scheme and 16 weeks of paid gender-neutral parental leave.
• Super contribution continuation for 12 months of parental leave and income protection insurance.
• Peer recognition awards and meeting-free hirify.global Stops.