Join our growing team of dedicated professionals at Gallagher Bassett, who guide those in need to the best possible outcomes for their health and wellbeing. You'll be part of a resilient team that works together to redefine the boundaries of excellence. At our organization, we value collaboration and making a positive impact in the lives of our clients and claimants, offering you the opportunity to join a team where your skills and dedication can truly make a difference. GUIDE. GUARD. GO BEYOND.
We believe that every candidate brings something special to the table, including you! So, even if you feel that you're close but not an exact match, we encourage you to apply.
Overview Grow with GB! Industry leader in providing career development opportunitiesFlexible and hybrid working arrangements including Work from HomeSomething for everyone - range of employee benefits, discounts and wellbeing programs About the Role The responsibility of the Customer Service Analyst is to ensure our Workers compensation team can consistently deliver high-quality customer service. This involves managing business telephony systems, analyzing complaints data, and designing and implementing processes, reports, and guidelines to assist the claims teams and the wider business in improving service outcomes.
This position is full time and permanent role and offers hybrid and flexible working options to work both from our Melbourne CBD Office and work from Home. We're looking for a passionate customer service expert, with previous working history and experience in call center and/or insurance environments and in collaborative implementation of telephony systems.
How you'll make an impact Your responsibilities will include: Leading the way in delivering a high standard of professional and personalised customer service for the Victorian Business Unit, with a view to improve business performance in regard to telephony and phone call managementAssisting in the development, design, and implementation of telephony platform, and act as the subject matter expert for telephony issueProviding support and assistance with reporting and other service-based initiativesAnalyzing call data, trends and patterns to design and provide reporting on telephone performance including call volumes and phone line availabilityRecommending service-based initiatives to improve service resultsAnalysing customer feedback and report findings to Service Improvement and Complaints ManagerProviding training and coaching related to role specific skill gaps and/or complaint managementWhere required, assisting with the management of critical incidents and complex complaints including media threats, Ombudsman Victoria, and Ministerial complaintsAbout you We're looking for an enthusiastic and collaborative individual who has: Contact Centre operations (or management), and call routing experience including experience in building telephony frameworks and reportingProject management skills and expertiseOutstanding internal and external customer service skills, and excellence in service deliveryProficiency in the use of the Microsoft Office SuiteWorkers Compensation and/ or Claims Management experience is desirable, however not essential to your successWhat we can offer you: Attractive remuneration packaging & flexible work arrangements including Work from HomeExcellent working environment – our team at GB is renowned for it's dedicated and approachable people as well as its friendly, flexible and inclusive working environment which is built around great team support and rewarding opportunities;Exciting career – as our Company grows, so do the opportunities for our people;Opportunities for ongoing education and development through both external and internal programs delivered by our own claims training expertsService recognition awards; and employee assistance program for yourself and immediate family members.A dedication to your wellbeing through our peer support program, corporate health insurance discounts and wellness programsAdditional purchased leave, novated leases, and access to the Gallagher Rewards Program (including discounts & cash-back for hundreds of retailers!)"Thank-You" additional leave days and company-wide celebrations to reward your hard work and dedication!To apply If you think you can make a positive difference to our business we want to hear from you today!
Click on Apply for this Job. To be considered for this opportunity you must have right to live and work in Australia when applying.
Agency applicants will not be considered for this position.
Gallagher Bassett is an Equal Opportunity Employer and Indigenous Australian applicants are encouraged to apply. As a member of the Diversity Council Australia, we recognise the importance of, and embrace diversity in the workplace. We will make reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant with a disability, unless the accommodation would impose an undue hardship on the operation of our business.
Compensation and benefits We value inclusion and diversity Inclusion and diversity (I&D) is a core part of our business, and it's embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.
Gallagher embraces our employees' diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.
Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as "protected characteristics") by applicable federal, state, or local laws.
Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.
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