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Complaints Analyst
TAL
Sydney, AUS
Full-time
Entry
Hybrid
Discovered 1 weeks ago
Complaints analysisCustomer experience improvementClaims operationsTrend analysisRoot-cause and systemic issue analysisContinuous improvement
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Complaints analysisCustomer experience improvementClaims operations
Role Overview
Analyze customer complaints and convert insights into improvements across the claims journey.
Support better customer outcomes through trend identification, continuous improvement, remediation, and governance.
Key Skills for This Role
Complaints analysisCustomer experience improvementClaims operationsTrend analysisRoot-cause and systemic issue analysisContinuous improvement
Full Job Posting
Role Overview
Analyze customer complaints and convert insights into improvements across the claims journey.
Support better customer outcomes through trend identification, continuous improvement, remediation, and governance.
Key Responsibilities
- Analyze complaints trends and insights to improve customer and claims outcomes.
- Identify emerging and systemic issues to drive timely remediation and risk reduction.
- Lead continuous improvement initiatives that enhance the customer experience.
- Deliver agreed changes and initiatives within defined timeframes and business priorities.
- Strengthen complaints governance through meaningful reporting and actionable insights.
- Partner with stakeholders to turn customer feedback into sustainable business improvements.
Candidate Capabilities
- Use strong analytical and problem-solving skills to identify trends and recommend practical solutions.
- Communicate clearly and confidently by translating complex information into meaningful outcomes.
- Build trusted relationships with stakeholders at all levels and collaborate effectively.
- Influence and engage others to drive positive change and customer-focused improvements.
- Work proactively and independently while contributing positively as part of a wider team.
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