Superannuation Operations Specialist - Complaints

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.

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.

Experience handling complex or sensitive member complaints.

Experience supporting AFCA matters or systemic issue investigations.

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!