Customer Experience Specialist

3 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:
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.

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 our customers by researching understand their needs and engage with our customers and the services we provide. Using a range of insights, continuous improvement initiatives and

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.

**Responsibilities**:

- Identify trends and themes and communicate actionable insights to the business;
- Develop and distribute surveys to various customer groups and gather insights;
- Work with the icare CXM team to analyse and interpret customer data;
- Collaborate with the Manager Customer Experience and Performance & Analytics teams around the development of customer centric initiatives and strategy;
- Develop and roll out external facing training to educate customers on industry standards and services offered by the business;
- Engage and coordinate multiple internal stakeholders to effectively launch customer base initiatives.

Qualifications:

- Previous experience in a similar role, such as customer experience, customer insights and customer feedback;
- Experience in working with external providers to deliver training sessions to both internal staff and external stakeholders;
- Highly developed communication skills, with the ability to engage and articulate at all levels of organisation;
- Experience in working with Salesforce or other similar CRMs would be highly regarded;
- A strategic mindset and approach to work;
- A strong sense of team and collaboration;
- A resilient attitude.

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