Complaint Officer – Secondment until 28 August 2026

At EDA our purpose is to protect the lifestyle of the outdoor adventurer. We are proud of our niche insurance brands that support the passions and adventures of our customers and we are passionate advocates for enabling people to live their best life – that includes our employees.

We currently have an opportunity for a customer-centric Complaints Officer to manage customer complaints end to end, ensuring fair, timely, and complaint resolution in line with regulatory requirements and internal standards. The role plays a critical part in maintaining customer trust, improving service quality, and supporting organisational risk management.

As a Complaint Officer, you will:

• Manage complaints throughout the lifecycle, including where a claim remains active during the complaint process.
• Review complaint data, documentation, and case details to ensure accuracy and completeness.
• Respond to complaints in a clear, professional, and empathetic manner.
• Handle escalated complaint calls and complex customer interactions.
• Prepare and manage responses to AFCA complaints in accordance with regulatory timeframes.
• Present complaints and case outcomes at Internal Dispute Resolution (IDR) forums (Hollard).
• Draft complaint responses, including IDR responses, ensuring compliance with legal and regulatory requirements.
• Maintain accurate records in internal systems
• Contribute to improving complaint handling processes and customer outcomes.
• Identify opportunities to reduce recurring issues and enhance customer experience.

What you’ll bring to the role?

• Strong written and verbal communication skills, with the ability to manage difficult conversations.
• Excellent analytical and problem-solving skills.
• High attention to detail and ability to interpret complex information.
• Strong understanding of complaints handling frameworks and dispute resolution processes.
• Ability to manage competing priorities and meet regulatory requirements