Customer and Capability Specialist

About Us:
Gallagher Bassett is the world’s premier provider of risk and claims management services. We believe that - with proper management - a world of risk becomes a world of possibilities. It becomes a world where businesses and organizations are freed to do what they do best. To build. To serve. To move forward. Knowing the responsibilities of today and their people are being cared for.

So wherever opportunity and need come next in this world, Gallagher Bassett is there. From Walla Walla, Washington to Wallaroo, South Australia. More than 5,000 of the most dedicated professionals backed by the industry’s most powerful technology. Each with a single and powerful purpose: To GUIDE those suffering a loss to the best outcomes for their health and financial wellbeing. To GUARD our clients’ assets as the trusted stewards of their risk and claims management programs. To GO BEYOND expectations in the continuous pursuit of a better way.

Overview:
**About the Opportunity**

The Customer & Capability Specialist position is responsible for supporting the Team Manager in building capability with claims staff, in particular staff who are at the beginning of their claims management careers. You will focus on monitoring, influencing and developing claims staff to deliver a service experience for injured workers in line with the GB Service Framework.

**In this role, you will**:

- Work directly with Branch Managers and Team Managers to develop a trusted relationship and build service capability within their teams
- Achieve aligned KPI’s for claims staff’s call evaluations per month, providing feedback on call quality the Team Manager for action
- Coach and mentor staff of all claims management topics to ensure understanding and on the job assistance with Workcover process and policy
- Ensure the quality of feedback from call monitoring is clear, concise and constructive, influencing development and quality improvement
- Participate in and provide support to learning and development through the Case Manager Training School
- Attend monthly Customer and Capability Specialist team meeting to proactively discuss trends, focus areas and action plans
- Provide monthly reporting back to the Branch Manager on each team for discussion in monthly operations meeting
- Review Injured Worker Survey team results for areas of focus and development within each team and provide support and development to address
- Actively participate in the continual improvement and evolution of the GB Service Framework

**Responsibilities**:
**We’re looking for a service focussed individual who has**:

- People leadership, coaching, mentoring and training skills
- The ability to influence others and coach/mentor teams
- Significant customer service experience
- Work Cover Claims Management and/or work cover injury management experience
- Skills in interpreting data and building excel reporting

Qualifications:
**What we can offer you**:

- Attractive remuneration packaging & flexible work arrangements Key member of leadership team within the Victorian Workers Compensation business unit
- Collaborative working environment - friendly, flexible and supportive working environment which is built around great team support and rewarding opportunities;
- Paid Parental Leave scheme;
- A unique and exciting career - as our Company grows, so do the opportunities for our people;
- Opportunities for ongoing education and development;
- Service and performance recognition awards;
- Employee Assistance Program for yourself and immediate family members.

**To apply**

If you think you can make a positive difference to our business we want to hear from you today

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**Apply** for this Job.
- To be considered for this opportunity you must have right to live and work in Australia when applying. Agency applicants will not be considered for this position._
- Gallagher Bassett is an Equal Opportunity Employer and Indigenous Australian applicants are encouraged to apply. As a member of the Diversity Council Australia, we recognise the importance of, and embrace diversity in the workplace. We will make reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant with a disability, unless the accommodation would impose an undue hardship on the operation of our business._