Service Excellence Specialist

3 days ago

Melbourne, Victoria, Australia beBeeService Full time $120,000 - $140,000

About the Role:

We are seeking a Service Excellence Specialist to join our team.

The successful candidate will be responsible for monitoring and developing all claims staff to deliver exceptional service experience for stakeholders in line with our Service Framework.

The goal is to ensure all customers receive the support and guidance they require for injured workers to recover and make a safe and sustainable return to work.

This role involves working directly with Branch Managers and Team Managers to develop trusted relationships and build service capability within their teams.

Key responsibilities include achieving aligned KPI's for claims staff's call evaluations, providing feedback on call quality, coaching and mentoring staff on claims management topics, and ensuring the quality of feedback from call monitoring.

The ideal candidate will possess significant customer service experience, claims management and/or injury management experience, and skills in interpreting data and building excel reporting.

We offer attractive remuneration packaging, flexible work arrangements, and opportunities for ongoing education and development.

Our company values diversity and makes reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant with a disability.

  • We prioritize collaboration, making a positive impact in the lives of our clients and claimants.
  • We redefine the boundaries of excellence through resilience and teamwork.

Required Skills and Qualifications:

  • Influencing others and coaching/mentoring teams
  • Significant customer service experience
  • Claims management and/or injury management experience
  • Skills in interpreting data and building excel reporting

Benefits:

  • Attractive remuneration packaging
  • Flexible work arrangements
  • Ongoing education and development
  • Corporate health insurance discounts
  • Wellness programs

Other Information:

We are an Equal Opportunity Employer and Indigenous Australian applicants are encouraged to apply. We recognize the importance of diversity and inclusion.

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