Join Avant – Australia's Leading Medical Defence Organisation
At Avant, we are committed to supporting, protecting and defending healthcare professionals throughout their careers. As Australia's largest medical defence organisation, we provide medico-legal protection, risk management advice, legal representation, insurance solutions, education, advocacy and support to more than 80,000 members nationwide.

About the Role
We are seeking a Customer Resolutions Specialist to join our Medical Indemnity team. Reporting to the Head of Assurance, this role plays a key part in supporting the effective management and resolution of member complaints while driving best-practice complaints handling across the business.You will work closely with frontline teams to ensure complaints are accurately captured, investigated and resolved in accordance with regulatory requirements and internal standards. The role also contributes to identifying trends, root causes and opportunities for continuous improvement to enhance member experiences.
This role will be a 12-month fixed term contract initially.
Key Responsibilities
• Train and support frontline teams in accurately recording and managing complaints through the Complaints Handling and Resolution Management (CHaRM) system. • Provide guidance to frontline teams on responding to complaints effectively and in accordance with ASIC Regulatory Guide 271 (RG 271) and internal dispute resolution requirements. • Investigate and manage escalated and complex complaints through to resolution. • Support the Customer Resolutions Manager and Group Complaints Officer with Internal Dispute Resolution (IDR) matters as required. • Analyse complaint data and trends, conducting detailed reviews to identify areas of concern and opportunities for improvement. • Identify systemic causes of member dissatisfaction and contribute to process,



system and people-based improvement initiatives. • Prepare monthly and ad hoc complaints reporting for business leaders and stakeholders. • Participate in complaints management forums and communities of practice to share knowledge and build organisational capability. • Collaborate with business systems teams to enhance the Medical Indemnity complaints management system and provide user support where required. • Conduct regular quality assurance reviews of complaints data and report findings. • Maintain and update complaints training materials, process documentation and knowledge resources.
About You
To be successful in this role, you will bring: • A robust customer service mindset with excellent problem-solving and conflict resolution skills. • Experience managing customer complaints, dispute resolution or customer advocacy functions. • Knowledge of, or willingness to learn, the Australian Standard on Complaints Handling and ASIC Regulatory Guide 271 (RG 271). • Understanding of complaint management frameworks, breach management and escalation processes. • Strong analytical skills with the ability to identify trends and root causes from data. • Excellent written communication skills, including drafting member correspondence and business reports. • Outstanding interpersonal, communication and stakeholder engagement skills. • Strong organisational and time management capabilities with the ability to manage competing priorities. • Experience within insurance, financial services, healthcare or medical indemnity environments will be highly regarded.
Why Join Avant?
• Be part of a purpose-driven organisation dedicated to supporting Australia's healthcare professionals. • Work within a collaborative and supportive team environment. • Contribute to meaningful improvements in member experience and service delivery. • Access opportunities for professional development and career growth.

📌 Customer Resolutions Specialist - 12-month fixed term contract (Sydney)
🏢 Avant Mutual
📍 Sydney