This position is responsible for overseeing complex, high-risk, and escalated customer complaints while supporting the effective operation of SG Fleet's Internal Dispute Resolution (IDR) framework.
The role acts as a subject matter expert for complaints management, ensuring regulatory compliance, driving continuous improvement, and providing insights that enhance customer experience and business outcomes.
Job Requirements
Completion of Year 12 (or equivalent) or relevant experience in complaints management, dispute resolution, financial services, insurance, customer advocacy or a related field
Proven ability to build effective relationships and influence stakeholders across all levels of the business to achieve customer-focused outcomes
Experience providing coaching, guidance, and subject matter expertise to others
Demonstrated experience managing complex, escalated, or externally referred complaints
Solid understanding of complaint handling regulatory requirements and dispute resolution frameworks
Experience analysing complaint trends and identifying opportunities for business improvement
Strong investigative, analytical, and problem-solving skills, with the ability to assess information, identify root causes, and determine fair and balanced outcomes
Excellent written and verbal communication skills, including the ability to prepare high-quality correspondence, reports, and recommendations
Strong organisational and time management skills, with the ability to manage multiple priorities and meet regulatory and service level deadlines
Proficiency in complaint management systems, case management tools, and Microsoft Office applications
Job Responsibilities
Manage and resolve complex, high-risk, escalated, customer complaints, ensuring fair, consistent,



customer-focused outcomes that align with regulatory obligations, organisational standards, and service level requirements
Coordinate the day-to-day operation of the complaints function and Internal Dispute Resolution (IDR) process, overseeing workflow, case allocation and complaint monitoring to support efficient and effective resolution outcomes
Act as a subject matter expert and escalation point for Complaints Resolution Specialists, providing guidance, coaching, and support on complex investigations, complaint handling best practice, and decision-making
Support the governance and compliance framework for complaints management, including monitoring adherence to ASIC RG271 requirements, contributing to audits and regulatory reporting, and partnering with Risk and Compliance teams to maintain regulatory alignment
Conduct root cause analysis and complaints reporting, identifying trends, emerging risks, and opportunities for process improvement, and providing actionable insights to support business decision-making
Partner with stakeholders across the business to enhance complaints capability, providing training, advice, and support to drive consistent complaint handling practices and customer outcomes
Contribute to the continuous improvement of complaints processes, systems, and frameworks, identifying opportunities to improve efficiency, compliance, customer experience, and overall business performance
Recharge and relax with up to 4 days of wellness days every year
We offer industry leading 20 weeks paid parental leave
Monetary service milestone awards
Career progression opportunities
Education support towards learning and development, includes a learning budget per year, free access to LinkedIn Learning and more
Two paid volunteer days each year
Health and wellbeing support including a subsidy and an Employee assistance Program
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📌 Senior Complaints Resolution Specialist (Sydney)
🏢 SG Fleet
📍 Sydney