Customer Experience Specialist

2 weeks ago

Sydney, 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. From Walla Walla, Washington to Wallaroo, South Australia. 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 us**:
Gallagher Bassett (GB) is Australia and New Zealand’s premier third party claims administrator. We manage claims on behalf of insurers, brokers, government bodies and self-insured organisations. We are part of the leading global risk management and insurance group Arthur J Gallagher & Co.

Life at GB is an adventure - often fast paced, unpredictable, challenging and deeply rewarding. It is social and engaging, with our unique and positive culture underpinned by The Gallagher Way - values lived daily by our people.

In addition to flexible working options, we also offer supportive learning and career pathways and provide ongoing access to training and career development. We invest in our people through strong succession planning and have a number of mentoring and training programs available.

**The Opportunity**:
There are some great things happening at GB as we move through a period of exciting period of transformation and change, including the introduction of dedicated specialist hubs within our claims functions that are truly unique to the market and our service offerings to injured workers and clients alike. And, we want YOU to be a part of it all

Reporting to the Manager Customer Experience, you will support the claims management function across a range of insights, continuous improvement initiatives and contribute to the overarching customer experience and insights strategy.

This is a unique opportunity to leverage your existing experience to a new and exciting challenge, and play a pivotal role in the success of our service offerings to injured workers and clients.

**What do we offer our people?**:

- Attractive remuneration packaging & flexible work arrangements;
- Collaborative working environment - friendly, flexible and supportive working environment which is built around great team support and rewarding opportunities;
- Paid Parental Leave scheme;
- A unique and exciting career - as our Company grows, so do the opportunities for our people;
- Opportunities for ongoing education and development;
- Service and performance recognition awards; and Employee Assistance Program for yourself and immediate family members.

**To apply**

If you are seeking a truly unique opportunity to drive our customer experience strategy, then we would love to hear from you today

Click on

**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._

**Responsibilities**:
**As the Customer Experience Specialist, you will**:

- Identify trends and themes and communicate actionable insights to the business;
- Coach and support claims management personnel in the development and coordination of feedback responses,
- Act as an escalation point for case management of serious or sensitive feedback;
- Collaborate with the Manager Customer Experience and Performance & Analytics teams around the development of customer centric initiatives and strategy;
- Participate in broader key business projects and initiatives.

Qualifications:
**We are looking for enthusiastic, compassionate and customer-centric individuals who have**:

- Previous experience in a similar role, such as customer experience, customer service and customer feedback;
- Experience in the insurance industry, with a strong understanding of best practice claims management processes and practices;
- Highly developed communication skills, with the ability to engage and articulate at all levels of organisation;
- Experience in working with Sal

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