Superannuation Operations Specialist - Complaints

About Future Group Future Group is not your traditional financial services company – we're a collective of super funds and services committed to changing our planet now for a better tomorrow. When you join us, you’ll become part of a team united by a clear and important mission: to lead the investment movement by advocating and campaigning for a future worth retiring into. We are looking for someone to join our purpose-led high-growth scale-up as a Superannuation Operations Specialist – Complaints. You’ll support the management of member complaints and help ensure fair, compliant and timely outcomes. You’ll work closely with senior Operations colleagues, administrators, insurers and internal stakeholders to review complaints, support responses, identify issues and contribute to improvements in member experience and complaints management. You may already be working in a superannuation Trustee office, or you may be joining us from a superannuation administrator and looking to broaden your experience into governance, oversight and Trustee responsibilities. And the best bit, you’ll get to work with some fantastic work mates! Future Group values diverse lived experience and identities, and we strongly encourage applications from people of Aboriginal and/or Torres Strait Islander backgrounds, those with caring responsibilities, from culturally and racially marginalised groups, with disabilities, who experience ageism, LGBTQIA+ individuals, and those who face social exclusion due to their social class. We recognise that the recruitment journey may present unique challenges for trans and gender diverse folk, and we are committed to ensuring an inclusive and accessible recruitment process for all. We will happily make any reasonable adjustments to accommodate diverse needs, so if there is anything we can do to support you at any stage of your application, please let us know. For more information about DEIB at Future Group, please contact us at diversity@futuregroup.com.au. About The Role As our Superannuation Operations Specialist – Complaints, you’ll be responsible for reviewing and supporting the management of complaints across internal dispute resolution and, where required, external dispute resolution processes. You’ll help review complaint information, investigate member concerns, review and coordinate responses and ensure matters are accurately recorded and progressed within required timeframes. You’ll work with administrators, insurers and internal teams to gather information, clarify issues and support fair and well-reasoned outcomes for members. You’ll also contribute to complaints reporting and insights by identifying recurring issues, process gaps and potential systemic concerns. Your work will help improve complaint handling, member communications, operational processes and outcomes. You'll love this job if You care about listening to members and helping resolve their concerns fairly. You’re confident reviewing information, asking questions and identifying what needs to happen next. You have strong written communication skills. You have sound judgement and attention to detail. You enjoy working with different stakeholders to resolve issues within clear timeframes. You’re comfortable handling sensitive or difficult matters in a calm and professional way. You’re interested in using complaints insights to improve processes and member experiences. We're looking for someone who Has 2+ years experience in superannuation administration, particularly complaints, or dispute resolution. Has experience investigating member concerns, coordinating information from different teams and preparing or supporting complaint responses. Has an understanding of internal dispute resolution and the importance of fair, accurate and timely outcomes. Ideally has experience working in a superannuation Trustee office, or has worked closely with a Trustee, RSE licensee or service provider. Can assess information, prepare clear written responses and maintain accurate complaint records. Has strong organisational, stakeholder management and communication skills. Can manage multiple complaints and competing deadlines while maintaining quality. Has RG146 or is willing to undertake the relevant training where required for the role. Believes in Future Group’s mission and has a passion for moving Australia’s money out of fossil fuels and into renewable energy. Believes in using the power of money to build a sustainable and equitable world. Some nice-to-haves but are not essential are: Experience handling complex or sensitive member complaints. Experience supporting AFCA matters or systemic issue investigations. Why would you enjoy working at Future Group? A purpose-driven organisation - spend your days working on making this world a better place! The more we grow, the bigger the impact we are making on climate change and inequality A B Corp organisation that cares about how it behaves inside and out AFR's Best Place to Work 2026 ! Proud winners of TWO awards: Best Medium Organisation, and our industry category of Banking, Superannuation and Financial Services (an award we also won in 2022 !) Flexibility to fit work into your life (not your life around our work). School drop-offs/pick-ups and lunch-time gym sessions are a thing here The choice to work from home, from one of our co-working spaces , from anywhere within Australia or even from overseas (for a short period of time) The potential to own a piece of the Future Group pie with our unique Employee Share Ownership Program (with some fineprint) Fun company-wide events Progressive, people-focused policies and benefits including Menstrual and Menopausal Leave, Public holidays swaps, Cultural Leave, Self Care Leave and Gender Affirmation Guidelines and Leave We offer employee network groups for people from diverse backgrounds: SuperGenders for cisgender women, trans men and women and non-binary folks; SuperGlobal for culturally diverse folks; and SuperPride for LGBTQIA+ folks. The groups are a safe, supportive space for people to share experiences and ideas An inclusive parental leave package, with 20 weeks’ paid parental leave for birthing and non-birthing parents of all genders A laptop you can use to work remotely plus an allowance to make your working from home setup comfortable Other perks such as access to our Employee Assistance Program (EAP), the ability to purchase leave, novated leasing arrangements for electric vehicles, and a few more to find out!