Customer Experience Manager

2 weeks ago

Melbourne, Australia Gallagher Full time

About Us:
Gallagher is a global leader in insurance, risk management and consulting services. We help businesses grow, communities thrive and people prosper. We live a culture defined by _The Gallagher Way_, our set of shared values and guiding tenets. A culture driven by our people, over 40,000 strong, serving our clients with customized solutions that will protect them and fuel their futures.

At Gallagher, you can build a career whether it’s with our brokerage division, our benefits and HR consulting division, or our corporate team.

**Responsibilities**:
**About the Role**

We have an exciting opportunity available for an experienced Service Leader to join our team and take on the newly created role of Customer Experience Manager.

In this position, you will be responsible for developing and implementing Gallagher Bassett’s Workers Compensation service strategy, ensuring improved customer experience through continuous improvement of day to day service delivery.

**Your responsibilities will include**:

- Continuously providing input into the customer vision & strategy to ensure alignment with the objectives of our business, whilst meeting customer expectations
- Devising and executing the business service strategy year on year
- Analysing customer trends and working with the Senior Leadership Team to identify new and improved initiatives for embedment
- Managing the Complaints Framework that supports operational service improvement and complaint reduction
- Undertaking complaints/privacy management through monthly and quarterly reporting preparation and remediation strategy to improve complaint volume and privacy breaches
- Developing and monitoring team and individual service performance against agreed KPI’s.

Qualifications:
**About you**

We’re looking for a Customer-Focused leader who also has:

- Operational Senior Leadership background
- Market knowledge and engagement with key stakeholders
- Demonstrated ability to influence others
- Demonstrated experience in leading and motivating teams to deliver high levels of engagement and business outcomes
- Expert level customer service experience
- Strong business acumen
- Proven ability to think at a strategic level

**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.

**To apply**

**If this sounds interesting to you - we want to connect**

GB is an Equal Opportunity Employer and as a member of the Diversity Council Australia, we recognise the importance of, and embrace diversity in the workplace.

**To be considered for this opportunity you must have right to live and work in Australia when applyin**
**g.**

**Agency applicants will not be considered for this position.

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