Customer Care Manager

7 months ago

Melbourne City Centre, Australia EML Full time

**Customer Care Manager**:
VIC - Melbourne CBD Workers Compensation Full Time

EML is a leading **Workers Compensation** and **Personal Injury Claims Management** business. Our goal is to help people get their lives back through **ongoing support during their return-to-work journey**. We continue to experience ongoing growth and now have over **4,000 dedicated employees**. We foster a learning culture that allows for us to continually invest in our employees ensuring a **long-term career** here at EML.

**THE OPPORTUNITY**

This role will see you manage a team of customer care advisors who are responsible for supporting the business deliver service excellence through business-wide call coaching, complaint management and the delivery of continuous improvement initiatives developed utilising insights from the “Voice of the Customer”. You will also be part of the leadership team responsible for developing and implementing the overall customer strategy.

Alongside this you will lead and coordinate the delivery of continuous improvement and strategic initiatives to enhance the service provided to workers, employers and stakeholders by EML Victoria. Championing quality case management practices that improve client engagement you will identify and implement innovative opportunities to ensure EML Victoria is a leader in client centric operations.

This is a **12 month Max Term Contract **role based in our **Melbourne CBD** office with flexibility to work from home once trained.

**YOUR RESPONSIBILITIES**
- Lead the design and delivery of EML VIC Client Service Plan in accordance with WorkSafe Victoria’s requirements
- Develop and implement effective strategies to support the achievement of key performance and remuneration measures
- Monitor agreed internal service level standards and provide feedback to ensure continuity and improvement of outcomes.
- Facilitate and maintain an effective corporate approach to the management and resolution of complaints.
- Oversee claims management practices with more frequent adverse interactions (disputes, investigations, privacy and confidentiality practices) and identify opportunities for improvement
- Evaluation of complaints activity in terms of quality, scope and methodology and making appropriate recommendations
- Facilitate complaints decision discussions with management to achieve consensus & agreed approach to decisions regarding contentious cases
- Oversee the call coaching program designed to improve the quality of interactions between EML staff and our customers
- Assist the EML VIC leadership team to adjust claims processes and procedures to reduce complaints and adverse interactions

**ABOUT YOU**
- Previous leadership experience managing teams of disputes or customer service officers
- Experience in coaching, developing and managing teams to drive and motivate outcomes
- Comfortable with coaching techniques such as call coaching
- Strong negotiation, mediation and problem-solving skills
- Knowledge of external dispute resolution processes, legislations, and codes of practice
- Relevant experience in the investigation of complex complaints and drafting high-level responses
- Ability to make fair and impartial recommendations
- Excellent understanding of Victorian workers compensation law, WorkSafe Victoria agent requirements and performance measures

**WHAT WE OFFER**

**We stand together as equals. **EML is an equal opportunity employer so by coming to work for us, you will be part of a culture that celebrates diversity and inclusion. We are committed to maintaining a workplace where everyone feels valued and where we show respect, integrity and honesty.

**_ EML provides career opportunities and great employee benefits, including_**:

- A vibrant, collaborative innovative team culture
- Flexibility with opportunity to WFH when you are fully trained in your role.
- A corporate wellbeing program with discounted health insurance and gym membership
- Access to discounts at over 350 retailers through our Rewards Hub program
- Entitlement to an annual tenure and performance-based recognition reward
- Comprehensive learning and development support
- Companywide events to celebrate success.
- Quarterly Reward and Recognition Awards
- Access LinkedIn Learning - 18,000 courses to advance your professional education
- Up to 16 weeks paid parental leave, plus super

We value our people and are committed to supporting our employees by investing in their professional development and providing generous employee benefits. If this position is of interest to you, **please.

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