Customer Capability Development Expert

4 days ago


Melbourne, Victoria, Australia Gallagher Bassett Full time

About Gallagher Bassett

We are a leading provider of claims management and injury management services. Our team is dedicated to delivering exceptional service to our clients and their customers.

Job Summary

We are seeking an experienced Customer & Capability Specialist to join our team on a fixed-term contract until October 2025. As a key member of our team, you will play a critical role in developing the skills and capabilities of our claims staff to deliver outstanding service experiences for stakeholders.

Key Responsibilities

  • Work collaboratively with Branch Managers and Team Managers to develop trusted relationships and build service capability within their teams.
  • Monitor and evaluate claims staff's performance, providing feedback and coaching to ensure alignment with our Service Framework.
  • Facilitate 1:1 coaching sessions with claims staff to enhance their understanding of Workcover process and policy.
  • Coach and mentor staff on claims management topics, ensuring they have the necessary skills and knowledge to deliver high-quality service.
  • Ensure that all feedback from call monitoring is clear, concise, and constructive, influencing development and quality improvement.
  • Participate in the Case Manager Training School and contribute to the evolution of our GB Service Framework.

Requirements

  • Demonstrated ability to influence and coach others, with significant customer service experience.
  • Claims management and/or injury management experience, with skills in interpreting data and building Excel reporting.

Benefits

We offer a competitive salary package, including attractive remuneration, flexible work arrangements, and opportunities for ongoing education and development. You will also enjoy a range of benefits, including:

  • 4 weeks annual leave plus up to 2 weeks additional purchased Lifestyle Leave.
  • Novated Leasing opportunities.
  • Two paid volunteer days annually.
  • Health Insurance Discounts with our Group Insurance Plan.
  • Employee Stock Purchase Program.
  • Paid parental leave.

About You

We value inclusion and diversity and are committed to creating a workplace where everyone feels welcome and valued. If you're passionate about delivering exceptional service and making a positive impact, we encourage you to apply.



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