Senior Complaints Specialist
Mayday Recruitment ·www.maydayrecruitment.com
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Senior Complaints Specialist | Insurance
Sydney | Hybrid ( 1 weekend per month on a rotating roster)
Eligibility: Australian Citizen or Permanent Resident
MAYDAY Recruitment is partnering with a fast-growing, venture-backed insurance 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 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
About You
Why This Role
If you’re an experienced insurance professional looking to take your complaints expertise to the next level, apply now.
Sydney | Hybrid ( 1 weekend per month on a rotating roster)
Eligibility: Australian Citizen or Permanent Resident
MAYDAY Recruitment is partnering with a fast-growing, venture-backed insurance 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 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
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.
Frequently asked questions
Who is hiring for the Senior Complaints Specialist role?
Mayday Recruitment is hiring for the Senior Complaints Specialist position, a Shazamme client. Apply directly on the employer's career site.
Where is the Senior Complaints Specialist job located?
The Senior Complaints Specialist role with Mayday Recruitment is based in Pyrmont, NSW, AU. The role is hybrid-friendly.
Is the Senior Complaints Specialist role remote?
Yes — the Senior Complaints Specialist position at Mayday Recruitment is hybrid. Candidates based in AU are preferred.
Is the Senior Complaints Specialist role full-time or contract?
This is a full time position at Mayday Recruitment.
What experience level is the Senior Complaints Specialist role?
The Senior Complaints Specialist position is aimed at senior-level candidates.
How do I apply for the Senior Complaints Specialist role at Mayday Recruitment?
Apply directly on Mayday Recruitment's career page via the Apply button on this listing. ZammeJobs links straight through to the employer's ATS — no third-party form, no resume database.