EL1 Assistant Director, Complaints and Feedback EL1 Assistant Director, Complaints and Feedback Workers' Compensation (Insurance & Superannuation)
Government - Federal (Government & Defence)
Full time
$119,133 to $141,953 p.a plus 15.4% superannuation
Comcare has an Ongoing Vacancy for an EL1 Assistant Director, Complaints and Feedback in the Claims Complaints and Feedback Team, in Canberra or Melbourne. This role can be full-time or part-time (minimum 0.8 equivalent).
A merit pool will be created and may be used to fill similar Ongoing and Non-Ongoing vacancies.
Overview of Team and Role The Claims Complaints and Feedback team sits within the Claims Management Group, and is responsible for enhancing the experience of Comcare's claims clients including employees, employers and other stakeholders.
The team develops methods to determine claims' stakeholder experiences and identify projects to improve (including through user-centred design), including service recovery activities.
The Assistant Director, Complaints and Feedback manages a small team that has responsibility for:
Undertaking complex complaint assessments and working with internal and external stakeholders to resolve complaints relating to claims management. Identifying systemic issues and where necessary working closely with business areas to assist them with solutions Regular provision of reporting aligned to complaints management Providing leadership to a small team, ensuring completion of work in a fast-paced environment Identifying opportunities for continuous improvement in service delivery and assist with implementation of new proposals. Undertake and coordinate service recovery activities including undertaking service coaching of claims staff. Where required, assist to lead projects or initiatives undertaken within the Claims Client Experience team. Highly Desirable Qualifications and Experience Tertiary qualifications in a relevant field such as law, health, psychology, compensation, business or management. Competencies or certificates in user-centred design or service delivery Experience with complaints management and resolution. Security Clearance Ability to obtain and maintain a Baseline Security Clearance.
Closing date: Tuesday, 9 July 2024 at 11:59pm
Comcare is established under the Safety Rehabilitation and Compensation Act 1988 (SRC Act).
Comcare has functions and responsibilities under the SRC Act, the Work Health and Safety Act 2011 (WHS Act) and the Asbestos-related Claims (Management of Commonwealth Liabilities) Act 2005 (ARC Act). Under this legislation we have roles as insurer, regulator and scheme manager.
We provide expert advice and services to the Safety, Rehabilitation and Compensation Commission (SRCC) and the Seacare Authority, and we manage the Commonwealth's asbestos-related claims liabilities.
Comcare's outcome statement describes our success and provides strategic focus for all our efforts:
Supporting participation and productivity through healthy and safe workplaces that minimise the impact of harm in workplaces covered by Comcare.
Our role is to have a positive impact on reducing injury and harm in the workplace.
Comcare's work underpins quality workplaces and plays a vital role supporting workforce participation and productivity, as well as making an important contribution to the Australian Government's deregulation agenda.
Source: This is an extract from the company's own website.
About Us
Comcare is established under the Safety Rehabilitation and Compensation Act 1988 (SRC Act).
Comcare has functions and responsibilities under the SRC Act, the Work Health and Safety Act 2011 (WHS Act) and the Asbestos-related Claims (Management of Commonwealth Liabilities) Act 2005 (ARC Act). Under this legislation we have roles as insurer, regulator and scheme manager.
We provide expert advice and services to the Safety, Rehabilitation and Compensation Commission (SRCC) and the Seacare Authority, and we manage the Commonwealth's asbestos-related claims liabilities.
Comcare's outcome statement describes our success and provides strategic focus for all our efforts:
Supporting participation and productivity through healthy and safe workplaces that minimise the impact of harm in workplaces covered by Comcare.
Our role is to have a positive impact on reducing injury and harm in the workplace.
Comcare's work underpins quality workplaces and plays a vital role supporting workforce participation and productivity, as well as making an important contribution to the Australian Government's deregulation agenda.
Source: This is an extract from the company's own website.
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