Client Experience

Job Title: Client Experience, Supply Chain, and Quality Specialist

About the Role:
We are seeking an experienced Supply Chain and Client Experience lead, focusing on the Quality and the Supply Chain related functions. The focus will be on services provided to our key insurer clients, in Australia. In this role, you will be responsible for managing the ongoing relationships with customers, suppliers, and internal staff, who utilize our Repair Management, Scope Validation, Specialist Services, along with other new solutions that may be introduced in the future. You will be working closely with our National Services Manager to enhance customer experience that focuses on improving our services, but also begins in the Sales Process and continues through new client implementations and all throughout the life cycle of an account.

This role will proactively anticipate customers’ needs, regular score card or reporting requirements, and effectively manage communications, collaborating with various teams across the group, to ensure effective relationships. You will be responsible to fully understand what is expected to be delivered within defined quality and services levels of our specialist contractors, including hiring of new panel members. You will also be responsible to perform regular claims audits, focusing on quality management and KPI’s to improve the overall claims performance, monitor validation savings, audit quality of specialist reports provided to our clients, evaluate the overall processes against the rule’s engine, and provide training to staff members with focus on feedback and continual performance improvement.

Main Activities:

- Act as the primary point of contact for suppliers, including specialists and builders, managing the day-to-day needs of the customer by developing a process manual (rules engine) with the client, and providing regular feedback to suppliers, including the recruitment of new suppliers to the panel.
- Work closely with our clients to understand their business and how to leverage our products and processes to benefit their business needs, including new products or services. This includes updating, or where relevant, developing a detailed rules engine and conducting staff and supplier training.
- Complete ongoing quality assurance activities to monitor the accuracy of our repair management and validation services team. These regular claims audits will assist the National Services Manager with the evaluation of staff and business unit performance, against client driven KPI’s.
- Conduct business investigations to identify root cause analysis to arrange for feedback sessions, including remedial staff training.
- Coordinate ongoing monthly, quarterly reporting, as well as on demand reports or data requests.
- Establish regular customer communication to ensure customers are satisfied with the company’s products and services. Frequency is based on customer volume and unique needs.
- Coordinate customer specific access needs with the appropriate IT and HR representatives.
- Report ongoing quality results and activities to internal stakeholders and collaborate on actions to ensure best in class quality.
- Manage Supply Chain to maintain appropriate supplier capacity, quality (Builders, Contractors, Specialists, etc.) and recruitment.
- Manage relationships with builders, insurers, insurance assessors, building estimators, and all other relevant stakeholders involved in a building project.
- Assist with volume and other tasks as assigned from time to time consistent with our Claim Coordinator and Validation Roles, which may include but is not limited to triage, allocations, scope validation, KPI management, etc.

What You'll Bring:

- 5+ years of experience and proven abilities in previous insurance claims environment, with focus on investigating root cause of failure and implementing training or process solutions to improve business processes and conducting regular audits.
- Self-motivation and customer orientation with excellent interpersonal skills.
- Effective claims investigation, claims reporting, claims quality performance and project management skills.
- Ability to make responsible and effective decisions and communicate efficiently - both written and verbally to clients and management.
- Capability to meet targets and handle a high-pressure environment.
- Results-driven, striving to meet and exceed our KPI's.
- Applicants with insurance assessing, claims management, auditing, investigations, and supply chain management backgrounds are highly desirable.