Job Description
Pay Rate: $***** per hour + Superannuation
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Location: Melbourne CBD (Hybrid: Initial 6-8 weeks fully office-based for training, moving to 3 days in office / 2 days WFH)
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Hours: Monday to Friday, 8:45 AM - 5:15 PM
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Complaints Officer - Insurance
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Contract Length: 6-Month Contract (Immediate Start)
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Pay Rate: $***** per hour + Superannuation
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Location: Melbourne CBD (Hybrid: Initial 6-8 weeks fully office-based for training, moving to 3 days in office / 2 days WFH)
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Hours: Monday to Friday, 8:45 AM - 5:15 PM
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About the Role
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We are seeking a proactive and empathetic Complaints Officer for a 6-month contract within the insurance industry. In this role, you will play a central part in reviewing, investigating, and resolving complex financial service disputes, with a primary focus on general insurance products.
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Key Responsibilities
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Complaint Review: Conduct thorough reviews of unresolved complaints submitted by consumers.
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Information Gathering: Engage directly with complainants to collect evidence, clarify facts, and identify core issues.
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Alternative Dispute Resolution (ADR): Facilitate negotiations using ADR methods to achieve fair, timely, and mutually agreed-upon outcomes.
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Investigation & Drafting: Investigate complex matters and draft transparent, balanced preliminary assessments and formal determinations.
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Regulatory Compliance: Apply relevant legal frameworks, industry codes of practice, and established resolution guidelines to reach fair decisions.
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Portfolio Focus
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You will manage dispute cases across insurance categories, including:
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Home, contents,



and motor vehicle insurance
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Travel, ticket, and pet insurance
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Sickness, accident, and strata title insurance
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Small business and farm insurance policies
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About you:
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Experience: Background in complaint handling, alternative dispute resolution, or claims assessment within financial services, insurance, or legal environments.
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Analytical Skills: Strong ability to analyze complex documentation, isolate key issues, and determine necessary information to form balanced decisions.
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Communication: Exceptional verbal and written communication skills with demonstrated expertise in drafting Plain English reports tailored to diverse stakeholders.
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Stakeholder Management: High resilience and empathy when navigating sensitive or challenging conversations with financial firms and consumers.
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Technical Proficiency: Hands‐on experience with Microsoft Office 365, Dynamics 365, and SharePoint.
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Self-Management: Outstanding organizational skills to manage a volume case‐load autonomously while working collaboratively in a supportive team structure.
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Work Model & Benefits
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Training & Onboarding: Fully office-based for the first 6‐8 weeks to ensure structured training and support.
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Hybrid Flexibility: Transition to a balanced 3 days in-office / 2 days work‐from‐home schedule post-training.
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Impactful Work: Contribute to an inclusive, people‐first culture focused on fairness, efficiency, and community impact.
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At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

📌 Complaints Officer - Insurance (Victoria)
🏢 Randstad
📍 Victoria