Suncorp Group firmly believe in contributing to a more resilient Australia. This means striving to enhance the skills of our people, building stronger relationships with customers, and leveraging the power of innovation and technology. The Internal Customer Relations team is committed to continuously improving the quality of our customers’ experience, partnering with our colleagues to actively respond and resolve customer complaints. Using customer feedback to turn negative experiences into positive ones, the team advocates for our customers to highlight and fix pain points and improve customer experiences. What you’ll do Manage the investigation and response to the verbal and written complaints of our customers, aligned to both business and customer needs, while ensuring the outcome provided to the customer is consistent and fair in all the circumstances. Ensure that all communication and outcomes meet regulatory and legislative requirements including the requirements under the General Insurance Code of Practice and ASIC RG271. Deliver complaint outcomes through verbal conversations explaining the reason for the decision Ensure all complaints are accurately recorded and managed in the complaint management system. Comply with all internal and external policies and procedures. Provide administrative support to Internal Customer Relations. What you’ll bring Dispute resolution, negotiation or mediation studies desired/highly regarded. Customer complaints experience - mandatory. Minimum 12-18 months in an insurance role. Minimum 12 months experience in claims or direct complaint handling role Advanced knowledge of insurance products, systems and processes. Comprehensive knowledge of relevant compliance standards, legislative requirements and industry codes. Comprehensive knowledge of complaints processes and procedures. Working knowledge of team standards and metrics, centre benchmarks and company standards. Comprehensive understanding of AFCA Rules. Sound understanding of business, market and external environments. Culture At Suncorp, our purpose has been at the core of our business for over 100 years. To deliver exceptional experiences we’ve had to become even more customer obsessed, innovative and performance driven than ever before. Delivering on our purpose has always meant putting words into action. Building futures and protecting what matters is why we’re here. Caring for others, being courageous and doing the right thing underpins everything we do. If this role sound like the opportunity you’ve been waiting for… Chase the sun, apply online today At Suncorp we build inclusion by providing an environment where everyone is able to be themselves and feel valued, involved and respected for their perspectives and contribution. For further details on accessibility please email Melanie.youngsuncorp.com.au