Team Lead, Complaints

Company Description

Whether you’re working from home or on your way to the office, chances are you’re probably reading this because you’re seeking a new adventure, or you’re up for a new challenge. GROW Inc might just be that for you! 

So, who is GROW Inc? 
Founded in 2016, we’re the Australian FinTech success story you probably haven’t heard about. We’re solving big problems in the Superannuation and Managed Funds industry. The administration platforms (the software that tracks everything to do with your super) are built on things you or your parents would recognise from the glory days of 90’s computing.

How are we doing it?
We’re solving this by disrupting the wealth management industry with DLTA, our platform built on Distributed Ledger Technology which improves the financial wellbeing of Australians. We’re making Super more timely and information more accessible whilst enabling wealth management companies to offer more cost effective solutions.

We’re rebels with a cause. We’re authentic, diverse, and embrace our differences as we continue to put a dent in the universe. We know diversity of thought helps us to build better solutions for our customers which is why we encourage the entire GROW team to bring their whole selves to work each and every day

Job Description

As a Team Leader, you will be working within a centre of excellence for complaint resolution, delivering fair and timely outcomes for members. We are responsible for the end-to-end complaint handling process for the Trustee office overseeing simple and complex superannuation complaints. We also influence change to deliver a better experience for members and provide meaningful insights to better identify, manage and prevent complaints.

We are looking for:

• Minimum 3+ years of experience in the financial services dispute resolution domain
• People leadership experience
• A strong customer focus, with demonstrated experience of being in a customer-facing role
• Exceptional negotiation skills
• Excellent communication skills, both verbal and written
• Strong time management skills, with the ability to prioritise effectively
• Good commercial acumen
• Someone who can thrive in a fast-paced environment
• The ability to demonstrate resilience and tenacity
• Superannuation experience is preferred

Additional Information

Why you’ll love working at GROW

• Birthday Leave - Take an extra day off per year on your birthday!
• Weekly Pay Cycle - No more waiting for PayDay!
• Hybrid Work Arrangement - We have a true and flexible hybrid arrangement!
• Exciting Discounts - Think movie tickets, gift cards & even electronics

Looking for a job can be stressful and we don’t want you agonising over the wording of your cover letter, so don’t include one. Just make sure your CV is well-written and detailed enough so we can get a better idea of the type of person you are. Even if you don’t meet every single requirement, but you feel inspired to join our mission, we encourage you to send in your application. You never know, you could be the perfect person to join our team!

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant!

#LI-HYBRID