Customer Service Excellence Specialist

7 days ago


Melbourne, Victoria, Australia beBee Careers Full time
Job Description

The Customer and Capability Specialist position plays a pivotal role in ensuring the delivery of exceptional service experiences for stakeholders, aligning with the Gallagher Bassett Service Framework.

About the Role

This specialist is responsible for directly monitoring, influencing, and developing claims staff to deliver high-quality service experiences. The goal is to ensure that all customers receive the necessary support and guidance for injured workers to recover and make a safe and sustainable return to work.

The ideal candidate will work closely with Branch Managers and Team Managers to develop trusted relationships and build service capability within their teams. They will achieve aligned KPIs for claims staff's call evaluations per month, providing feedback on call quality to the Team Manager for action.

The specialist will also facilitate 1:1 coaching sessions post all completed call evaluations, coach and mentor staff on claims management topics, and ensure the quality of feedback from call monitoring is clear, concise, and constructive.

In addition, they will participate and provide support to learning and development through the Case Manager Training School, attend monthly Customer and Capability Specialist team meetings, and provide monthly reporting back to the Branch Manager on each team.



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