Customer Service Analyst

6 months ago

Melbourne, Australia Gallagher Full time

About Us:
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.

Overview:

- **Grow with GB Industry leader in providing career development opportunities**:

- **Flexible and hybrid working arrangements including Work from Home**:

- ** Something 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.

**Responsibilities**:
**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 management
- Providing support and assistance with reporting and other service-based initiatives
- Analyzing call data, trends and patterns to design and provide reporting on telephone performance including call volumes and phone line availability
- Recommending service-based initiatives to improve service results
- Analysing customer feedback and report findings to Service Improvement and Complaints Manager
- Providing training and coaching related to role specific skill gaps and/or complaint management
- Where required, assisting with the management of critical incidents and complex complaints including media threats, Ombudsman Victoria, and Ministerial complaints

Qualifications:
**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 reporting
- Project management skills and expertise
- Outstanding internal and external customer service skills, and excellence in service delivery
- Proficiency in the use of the Microsoft Office Suite
- Workers Compensation and/ or Claims Management experience is desirable, however not essential to your success

***

**What we can offer you**:

- Attractive remuneration packaging & flexible work arrangements including Work from Home
- Paid Parental Leave
- Excellent 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 experts
- Service 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 programs
- Additional 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

***:

- 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 busine

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