Customer Feedback Officer

**The Role**

The Customer Feedback Officer is responsible for ensuring high quality customer service through the management of media threats, critical incidents and managing the resolution of customer complaints, within given timescales.

You will deliver a high standard of customer service to all customers whilst driving the resolution of customer complaints, adhering to strict WorkSafe guidelines.

**You will add value to Gallagher Bassett across the following**:

- Ensuring that the needs of the customer are considered by our people in every interaction we have with them
- Listening and understanding the customer point of view at all times - person centred approach
- Providing a high standard of professional and personalised customer service for the Victorian Business Unit with a view to minimise complaints received and improve service outcomes
- Acting as the main point of contact to ensure all relevant internal and external stakeholders are kept fully informed at all times
- Reviewing and following up all critical incidents ensuring they are managed within the critical incident guidelines escalating where appropriate
- Actioning all media threats received, following up with relevant internal and external stakeholders to ensure risk is mitigated wherever possible
- Where appropriate, escalating identified root causes for complaints to customer service to assist in achieving improved customer satisfaction levels
- Providing reporting on complaint resolutions, media threats and critical incidents for management review
- Registering and acknowledging all complaints received & ensure completion within agreed timeframes, ensuring workflow is managed to maintain client service standards for relevant internal and external stakeholders

**We’re interested in hearing from people who possess**:

- Exceptional customer service skills
- Demonstrated previous experience in complaints resolution
- Workers Compensation and/or Claims Management experience is preferred
- ASIST Trained, or willingness to undertake

**If you live our values and demonstrate the people capabilities, we can offer you the following**:

- Attractive remuneration packaging & flexible work arrangements - including WFH
- Paid Parental Leave
- Excellent Working Environment - friendly, flexible and supportive working environment which is built around great team support and rewarding opportunities;
- Exciting career - as our Company grows, so do the opportunities for our people;
- Opportunities for ongoing education and development;
- Service and performance recognition awards; and employee assistance program for yourself and immediate family members

**About us**

Gallagher Bassett is Australia’s largest Third-Party Administrator (TPA). Our focus is refreshingly simple: we manage insurance claims on behalf of insurers, brokers, government bodies and self-insured corporations. GB is a wholly owned subsidiary of Gallagher, a global organisation employing over 33,000 employees.

Gallagher Bassett (GB) has six offices in Australia located in Northern Territory, Adelaide, Perth, Brisbane, Melbourne and Sydney, employing over 1200 staff.

**To apply**:
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._