Complaints Manager

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 in a Complaints Manager position. The role exists to lead the management of superannuation member complaints, ensuring fair, compliant and timely outcomes while driving continuous improvement through complaint insights. And the best bit, you’ll get to work with some fantastic work mates! You'll collaborate with teams across the business, along with administrators, insurers and regulators, to deliver strong member outcomes and best-practice complaints management.

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 Complaints Manager, you'll oversee the end-to-end management of member complaints across IDR and EDR processes, ensuring fair, consistent and compliant outcomes.

You'll manage complex and sensitive complaints, lead AFCA matters, review complaint responses, and work closely with internal teams and external partners to resolve member issues effectively.

Using complaints data and insights, you'll identify trends, drive process improvements, support regulatory compliance, and provide reporting to senior leadership and governance forums.

Some nice-to-haves but are not essential are:
Training in dispute resolution, experience in a superannuation trustee office, Legal or Compliance experience, service provider management experience, or involvement in industry and regulatory forums.

Don’t tick all the boxes? That’s okay, we like thinking outside the box anyway. We value skills, passion and who you are over what you’ve done or where you’ve studied. So if this job strikes a chord, we want to hear from you!