Customer Experience Manager

3 weeks ago

Melbourne, Victoria, Australia Employers Mutual Management Pty Ltd Full time

EML is a leading Workers Compensation and Personal Injury Claims Management business. Our goal is to provide ongoing support to individuals during their return-to-work journey. We foster a culture that allows for continual investment in our employees, ensuring a long-term career at EML.

The Opportunity

As part of our diverse team, you will make a positive impact on someone's life every day. You will feel great satisfaction knowing your talent and hard work have a purpose.

This role involves managing a team of customer care advisors who are responsible for resolving complaints, completing business-wide call coaching, and using insights from the "Voice of the Customer" to drive continuous improvement to the customer experience. You will also be part of the leadership team responsible for developing and implementing the overall customer strategy.

Alongside this, you will lead and coordinate the delivery of continuous improvement and strategic initiatives to enhance the service provided to workers, employers, and stakeholders by EML Victoria. You will champion quality case management practices that improve client engagement and identify innovative opportunities to ensure EML Victoria is a leader in client-centric operations.

This is a permanent, full-time role based in our Melbourne office, with flexibility to work from home.

Your Responsibilities

  • Lead the design and delivery of EML VIC Client Service Plan in accordance with WorkSafe Victoria's requirements.
  • Facilitate and maintain an effective corporate approach to the management and resolution of complaints.
  • Oversee claims management practices with more frequent adverse interactions (disputes, investigations, privacy, and confidentiality practices) and identify opportunities for improvement.
  • Evaluate complaints activity in terms of quality, scope, and methodology and make appropriate recommendations.
  • Facilitate complaints decision discussions with management to achieve consensus and an agreed approach to decisions regarding contentious cases.
  • Oversee the call coaching program designed to improve the quality of interactions between EML staff and our customers.

About You

  • Previous leadership experience managing teams of disputes or customer service officers.
  • Experience in coaching, developing, and managing teams to drive and motivate outcomes.
  • Strong negotiation, mediation, and problem-solving skills.
  • Knowledge of external dispute resolution processes, legislations, and codes of practice.
  • Relevant experience in the investigation of complex complaints and drafting high-level responses.
  • Excellent understanding of Victorian workers' compensation law, WorkSafe Victoria agent requirements, and performance measures.

What We Offer

We stand together as equals. EML is an equal opportunity employer, and by coming to work for us, you will be part of a culture that celebrates diversity and inclusion. We are committed to maintaining a workplace where everyone feels valued and respected.

EML provides career opportunities and great employee benefits, including:

  • A vibrant, collaborative, and innovative team culture.
  • Flexibility with the opportunity to work from home when fully trained in your role.
  • A corporate wellbeing program with discounted health insurance and gym membership.
  • Access to discounts at over 350 retailers through our Rewards Hub program.
  • Entitlement to an annual tenure and performance-based recognition reward.
  • Comprehensive learning and development support.
  • Company-wide events to celebrate success.
  • Quarterly Reward and Recognition Awards.
  • Up to 16 weeks paid parental leave, plus super.

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