Complaints Specialist

Summary

As a Complaints Specialist for Hutch, you’ll leverage our advanced technology, simple processes and excellent customer service to deliver prompt and fair resolutions to any complaints received from our brokers or clients.

The successful candidate will be a self-motivated high-energy person with excellent communication and interpersonal skills, and experience in similar roles.

Responsibilities

Reporting to the General Counsel, you’ll have responsibility for handling and resolving any complaints received from brokers or customers about our products or the service we provide. Specific responsibilities will include:

• Acknowledgement and assessment of complaints
• Providing regular complaint updates to brokers and customers
• Providing recommendations to management and insurers on the resolution of complaints
• Complaints reporting and maintaining accurate complaint records
• Liaising with Hutch staff, and repairers and loss adjusters appointed by Hutch, to achieve prompt and fair outcomes
• Managing and resolving complaints within regulatory and insurer timeframes
• Deliver extraordinary levels of service that delight our brokers & their clients
• Dealing with any complaints raised with external regulators e.g. AFCA or the OAIC
• Preparation and lodgement of regulatory reports on complaints
• Preparation of complaints reporting for management and insurers
• Analysis and reporting of complaint trends
• Working with management, underwriters and claims specialists to provide feedback on complaint trends, and any improvements we can make.

Qualifications & Experience

You’ve been managing insurance complaints for a minimum of 2 years, including liaising with AFCA.

You are measured and calm, empathetic with customers, and are passionate about helping them.

You dream about delivering prompt and fair outcomes to resolve complaints.

You see the opportunity to transform insurance with tech and don’t want to spend another minute of your day doing pointless admin.

You want to help Hutch succeed and make its brokers, customers and insurers satisfied.

You are detail-orientated, strong at written and verbal communication, and like technical insurance work, including all the nerdy twists and turns of policies, compliance and legislation.

Is this for you?

You’re reading this ad wondering if it was written just for you.

Yes.

It was.

Come join us.

Let’s build something together.

About Hutch

Hutch is an Employee Owned Business built on the belief that insurance should be simpler, smarter and better for everyone involved. Our slogan, The Clear Way To Better Cover, reflects the way we approach our people, our products and our customer experience.

We’re passionate about creating a workplace where people can do meaningful work, contribute ideas, challenge outdated processes and genuinely see the impact they make.

At Hutch, we value flexibility, collaboration and continuous improvement — and we make sure our people are supported both professionally and personally.

Benefits of working with Hutch

• Full gym membership
• Employee Assistance Program (EAP)
• Salary continuance insurance
• Birthday leave
• Novated leasing options
• Additional week of annual leave after 3 years of tenure
• The opportunity to work in a collaborative, innovative and growing business where your contribution truly matters

If you’re excited by technology, insurance innovation and building better ways of working, we’d love to hear from you.