Job Description

At TAL, every customer interaction matters, especially during challenging times. As a Complaints Analyst, you'll play an important role in helping us better understand our customers' experiences, turning insights into meaningful improvements that enhance the claims journey. By identifying trends, driving continuous improvement and supporting robust governance practices, you'll help ensure we're learning from feedback and delivering on our purpose of protecting Australians' way of life with care, empathy and confidence.

In this role you will:

- Analyse 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.

📌 Complaints Analyst (Sydney)
🏢 TAL
📍 Sydney