Senior Complaints Specialist

Senior Complaints Specialist | Insurance
Hybrid | 1 weekend / month | Permanent
Eligibility: Australian Citizen or Permanent Resident

MAYDAY Recruitment is partnering with a fast-growing, venture-backed pet 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.

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, 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
• 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 (and their pets 🐾)

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.