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Customer Service Specialist

Customer Service Specialist
Company:

Gallagher



Job Function:

Other

Details of the offer

The Role
In this position, you will play a key role in driving a focus on customer service amongst the GB's Claims Team. From call coaching to providing constructive feedback to claims staff, your expertise in the fields of customer service, coaching and mentoring will be crucial for your success in this position. You will regularly liaise with Claims Management staff, Injured Workers, Employers, and to ensure that high quality customer service is consistently delivered to all stakeholders and to ensure that claims staff have the support and confidence they need to deliver quality service.
You will add value to Gallagher Bassett across the following:
Providing day-to-day management and technical service support to the claims operation, ensuring the delivery of professional and customer focused claims service in line with the GB Service Framework
Developing the customer service skills of new staff members, ensuring competency with key messaging and contact with claim stakeholders
Developing and monitoring service related performance of staff and teams
Managing day-to-day customer service related operations of the claims team ensuring delivery of customer focused workers' compensation claims service
Resolving complaints in accordance with company guidelines
Analysing team performance trends and remedial action to resolve issues where required
Achieving target remuneration in performance measures through improving claims management service outcomes
Coaching and mentoring claims teams with a vision to excel in the customer service field
Co-ordinating call out program with key internal stakeholders

We're interested in hearing from people who possess:
Claims Management related experience within Worker's Compensation Industry
Coaching/Mentoring experience
Exemplary customer service skills
Conflict resolution skills
Knowledge of the Victorian Workers Compensation scheme service standards
Communication effectiveness/demonstrated high level of interpersonal skills

If you live our values and demonstrate the people capabilities, we can not only offer you great career opportunities, but on a day to day you will experience the following:
Attractive remuneration packaging
Flexible work hours
Staff referral incentive
Opportunities for ongoing education and development
Service recognition awards
Employee assistance program for yourself and immediate family members
The opportunity to work for a company that gives back to the community through our Gentle Bear program

A brief overview on GB:
Gallagher Bassett is Australia's largest Third Party Administrator (TPA). Our focus is refreshingly simple: we manage insurance claims on behalf of insurers, brokers, government bodies and self-insured corporations.
Gallagher Bassett (GB) has six offices in Australia located in Northern Territory, Adelaide, Perth, Brisbane, Melbourne and Sydney, employing over 1000 staff.
GB values its employees and offers a friendly, comfortable working environment that facilitates a Work and Life Balance!
To applyIf this sounds interesting to you - we want to connect!
GB is an Equal Opportunity Employer and as a member of the Diversity Council Australia, we recognise the importance of, and embrace diversity in the workplace.
To be considered for this opportunity you must have right to live and work in Australia when applyin g.
Agency applicants will not be considered for this position.

Additional Information


Source: Appcast2

Job Function:

Requirements

Customer Service Specialist
Company:

Gallagher



Job Function:

Other

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