Service Improvement and Complaints Manager

6 months ago

Melbourne, Australia Gallagher Full time

About Us:
Gallagher Bassett is the world’s premier provider of risk and claims management services. We believe that - with proper management - a world of risk becomes a world of possibilities. It becomes a world where businesses and organizations are freed to do what they do best. To build. To serve. To move forward. Knowing the responsibilities of today and their people are being cared for.

So wherever opportunity and need come next in this world, Gallagher Bassett is there. More than 5,000 of the most dedicated professionals backed by the industry’s most powerful technology. Each with a single and powerful purpose: To GUIDE those suffering a loss to the best outcomes for their health and financial wellbeing. To GUARD our clients’ assets as the trusted stewards of their risk and claims management programs. To GO BEYOND expectations in the continuous pursuit of a better way.

Overview:
**About the role**:
Our Service Improvement Manager position is a newly created opportunity which is aligned to the Service Branch of our Workers Compensation team. This new role has been created to ensure improved internal and external stakeholder satisfaction is achieved and operational service expectations are managed consistently and in the best interest of customer & scheme.

The role will oversee the customer feedback team and work closely with the Customer Experience Manager and Quality Assurance Specialists to continuously improve service to our customers through improved operational processes.

You will use your innovative thinking skills and strategic service improvement mindset to make a meaningful impact and drive positive resolutions within our complaints handling service for injured workers and employers, as well as working alongside internal stakeholders to improve business efficiency.

**Responsibilities**:
**Your responsibilities will include**:

- Supporting a continuous improvement focus on VIC Workers Compensation proactive intervention and innovative claims handling
- Analyzing current and future industry trends and working with claims teams to address opportunities for continuous improvement
- Supporting the customer feedback team with service responses, primarily for Ministerial, Ombudsman, Media and any other reputational complaints
- Supporting the Customer Experience Manager to deliver our service strategy/plan
- Conducting thorough and in-depth reviews of various business areas in order to provide recommendations to the business for promoting best practice claims management
- Supporting productivity improvement outcomes and initiatives
- Working collaboratively with internal stakeholders to ensure embedment of a service culture with a particular focus on service recovery and a “customer first” approach
- Analysing identified target areas to assess trends and recommend remedial action to resolve issues, ensuring strategies are implemented and the desired outcomes (strategic and Performance Measure related KPIs) are achieved

Qualifications:
**About you**:
We are looking for an engaging, innovative and forward-thinking Customer Service Leader who also has:

- Extensive Customer Service, QDM and Workers Compensation Experience
- Knowledge and understanding of all relevant legislative acts that support WSV and associated regulations and statutory rules.
- An innovative disposition with a critical-thinking mindset towards service improvement
- Leadership and people management skills and experience
- Ability to influence stakeholders, and coaching/mentoring skills

***

**What we can offer you**:

- Attractive remuneration packaging & flexible work arrangements - including Work from Home
- Paid Parental Leave
- Excellent working environment - friendly, flexible and supportive 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;
- Service recognition awards; and employee assistance program for yourself and immediate family members.
- Staff benefits including additional purchased leave, novated leases, retail & health insurance discounts and more

**To apply**:
Does this sound like the job for you? We want to hear from you today

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- 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._

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