We are seeking a dedicated and professional
Complaints Officer
to join Fast Cover in Sydney, NSW. This is a
full-time position
hybrid position based in our Sydney CBD office located in NSW ****. In this role, you will play a crucial part in our operations by managing and resolving customer complaints in a timely, fair and empathetic manner. The Complaints Officer is fundamental to maintaining Quick Cover's reputation and ensuring compliance with industry regulations whilst demonstrating our commitment to customer satisfaction and continuous improvement.
Key responsibilities
Receiving and logging customer complaints through various channels including phone, email, and online platforms
Conducting thorough investigations into complaint matters, gathering relevant information and documentation from customers and internal teams
Analysing complaints to identify root causes and patterns that may indicate systemic issues
Providing timely updates and regular communication to complainants throughout the resolution process
Liaising with relevant departments and claims teams to facilitate appropriate resolution and remedies
Drafting qualified complaint response letters and formal closure documentation
Maintaining accurate and detailed complaint records in accordance with company procedures and regulatory requirements
Ensuring all complaints are resolved within mandated timeframes and in compliance with Australian Financial Complaints Authority (AFCA) standards
Identifying opportunities for service improvement based on complaint trends and feedback
Escalating complex or serious complaints to senior management when required
What we're looking for




2+ years-experience in financial services (general insurance and/or travel insurance advantageous)
Previous experience working in a complaints handling or complex claims roles within the insurance or financial services
Strong knowledge of complaints management procedures and familiarity with AFCA guidelines and industry regulatory requirements advantageous
Excellent written and verbal communication skills with the ability to communicate clearly with customers and internal stakeholders
Demonstrated ability to conduct fair and impartial investigations with attention to detail
Strong organisational and time management skills with the ability to manage multiple complaints simultaneously
Proficiency in using complaints management systems and Microsoft Office applications
Empathy and patience when dealing with upset or frustrated customers
Problem-solving skills and the ability to identify creative solutions to complaints
A commitment to maintaining confidentiality and professional integrity
Preferred qualifications include bachelor's degree in business, law, compliance, or a related field advantageous
About Us
Most Australians don't think about travel insurance until they absolutely need to. At Fast Cover, our job is to make sure that when they do, we're ready with policies that are clear, fair, and built for peace of mind.
We make travel insurance seamless, transparent, and easy to understand so travellers can explore the world with confidence. Whether it's a last‐minute Bali escape, a European summer adventure, or a cruise through the Pacific, we've got them covered.
Fast Cover is an equal opportunity employer and welcomes applications from all qualified candidates.
#J-*****-Ljbffr

📌 Complaints Officer (New South Wales)
🏢 Fast Cover
📍 New South Wales