About Future Group
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
[email protected].
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.
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You find superannuation opaque and frustrating, if you had the chance to revolutionise the industry to be better for people, you would.
- You love sharing your ideas and seeing what happens. At this scale-up, you're not just a small fish in a big pond. Your contributions have a direct influence on our impact and how we work.
- You like to be kept on your toes - change is inevitable here. You like to tackle new challenges, and maybe even discover talents you never knew you had.
- You enjoy solving complex problems, making balanced decisions, building strong stakeholder relationships, and using insights to improve member experiences.
- You're a confident communicator with sound judgement, attention to detail and a continuous improvement mindset.
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Has 5+ years' experience in superannuation complaints, with strong knowledge of ASIC RG271 and AFCA processes.
- Has experience in handling complex complaints, analysing trends and systemic issues, and working with a broad range of stakeholders.
- RG146 (or equivalent) compliance is required.
- 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
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!
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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!
Future Group is on a mission to change our planet today to secure a better tomorrow. We’re a superannuation-focused company that’s leading the ethical investment movement to advocate for a future worth retiring into.
Our vision is for a future where all of Australia’s retirement savings contribute to positive social and environmental impacts. Together we can use the power of money to build a sustainable and equitable world.
