Customer Service & Complaints Specialist

Job Title: Customer Communications & Complaints Specialist | Insurance
Location: Sydney | Hybrid ( 1 weekend per month on a rotating roster)
Duration: Permanent | Full time
Eligibility: Australian Citizen or Permanent Resident

MAYDAY Recruitment is partnering with a fast-growing, venture-backed insurance business undergoing an exciting period of growth and transformation. 

This isn’t your typical insurer. They’re building a modern, customer-first platform that blends insurance, health, and care—where the experience matters just as much as the product. It’s a high-growth environment where things move quickly, ideas are welcomed, and the customer journey is constantly evolving.

As a Customer Communications & Complaints Specialist, you’ll handle complex conversations, complaints, and escalations—but this isn’t about following scripts or ticking boxes. It’s about using judgement, empathy, and curiosity to genuinely solve problems and deliver fair outcomes. You’ll be trusted to take ownership of tricky situations, think beyond rigid processes, and help shape how customer communication looks and feels as the business scales.

Key Responsibilities

• Set the standard for clear, warm, and customer-first communication across live chat, phone, and written channels
• Handle customer complaints and escalations , including file ownership and formal written responses
• 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

• Experience in customer service, complaints, or resolution (insurance is a plus)
• 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

• 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 someone who cares deeply about customers, enjoys solving problems, and wants to be part of building something better—this could be a great fit.