Customer Service Analyst

**Introduction**

Join our growing team of dedicated professionals at Gallagher Bassett, who guide those in need to the best possible outcomes for their health and wellbeing. You'll be part of a resilient team that works together to redefine the boundaries of excellence. At our organization, we value collaboration and making a positive impact in the lives of our clients and claimants, offering you the opportunity to join a team where your skills and dedication can truly make a difference. GUIDE. GUARD. GO BEYOND.

**Overview**
- ** Grow with GB Industry leader in providing career development opportunities**:

- **Flexible and hybrid working arrangements including Work from Home**:

- ** Something for everyone - range of employee benefits, discounts and wellbeing programs**

**Join Our Team as a Customer Service Analyst**

**About the Role**

We are excited to announce a new opportunity for a Customer Service Analyst to join our team, supporting the implementation of our cutting-edge telephony system, **Genesys**. In this role, you will play a crucial part in ensuring our Workers Compensation Claims Management team consistently delivers exceptional customer service. To achieve this, you’ll manage and monitor call queues using the Genesys system, analyze call data with call analysis tool **‘Daisee’**, and provide insights to enhance processes, develop guidelines, and improve service outcomes across the business.

**How you'll make an impact**
**Key Responsibilities**
- Monitoring call queues, volumes, and manage outages, providing general troubleshooting support
- Design and deliver reports on telephone performance, including call volumes and agent availability
- Utilizing Daisee AI analysis to generate insights from Genesys call data, improving service scores and understanding customer trends
- Ensuring visibility and oversight of team and individual call performance
- Identifying areas for improvement and risk in service and telephony
- Leading or participating in voice/telephony operations projects
- Facilitating internal training and coaching on telephony systems
- Attending and chairing internal SME meetings for Genesys and Daisee, communicating updates to stakeholders

**About you**
**What We’re Looking For**
- A **Genesys** telephony system expert (prior use of this system or a system of similar nature is essential)
- Experience in call queue management (ideally in contact center operations) is also essential
- Strong critical thinking skills and ability to work independently
- Excellent communication skills with all levels of stakeholders
- Experience in Workers Compensation or insurance is a plus, but not essential

**What We Can Offer You**
- Competitive remuneration and flexible work arrangements
- Paid Parental and Reproductive Leave
- our team at GB is renowned for its dedicated and approachable people as well as its friendly, flexible and inclusive working environment which is built around great team support and rewarding opportunities
- Career growth opportunities as our company expands
- Ongoing education and development programs
- Service recognition awards and employee assistance programs
- Wellbeing initiatives, including corporate health insurance discounts
- Additional leave options, novated leases, and access to Gallagher Rewards Program (which includes cashback and discounts for hundreds of retailers)
- Birthday Club - enjoy a day off during your birthday month as a gift from GB

**How to Apply**

If you believe you are the right fit for our Customer Service Analyst position, we want to hear from you

**Eligibility**

Gallagher Bassett is an Equal Opportunity Employer. We encourage Indigenous Australian applicants to apply. As a member of the Diversity Council Australia, we embrace workplace diversity and will make reasonable accommodations for qualified applicants with disabilities, unless it imposes undue hardship on our business operations.

**Compensation and benefits**
On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

Below are the **minimum core benefits** you’ll get, depending on your job level these benefits may improve:

- 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

**Other benefits include**:

- Flexible and hybrid work arrangements
- Mental Health and Wellbeing Support for yourself and immediate family members
- Employee Recognition Awards and Service Milestone Recognitions
- Peer Support Program
- Annual flu vaccinations
- Access to Reward Gateway - discount offers at over 350 retailers
- And more...

**We value inclusion and diversity**

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has