Service Review Officer

**SERVICE REVIEW OFFICER - PERSONAL INJURY - MELBOURNE, VIC**

At Allianz, we’re proud to be named one of the Best Workplaces in Australia 2024 and a Great Place to Work. We’re one of the world’s leading insurance and asset management brands, with a workforce as diverse as the world around us, which is why we hire the very best people to further our commitment to securing the future for our people and customers.

We offer an inclusive workplace where everyone feels like they belong, while promoting a culture of lifelong learning, development, and global mobility. Join us and share your ideas, be inspired, give back to the community and feel proud to be a part an organisation doing meaningful work that matters while supporting sustainability, mental health, and well-being.

Let’s care for tomorrow, so we can create a better future together, for everyone.

**Full Time - CUSTOMER SERVICE ROLE**
- Become part of a dynamic, high performing Workers Compensation team environment
- Melbourne CBD location

We have an opportunity for a person who is passionate about the customer experience to join our dedicated and hardworking team. Utilising your initiative and problem-solving skills to resolve service recovery opportunities, as a **Service Review Officer** you will also assist our claims teams to provide exceptional service delivery.

**About the role**
- Managing the end-to-end complaints process within specified timelines and quality, ensuring this is in line with internal procedures via reviews, report analysis and coaching
- Reviewing and monitoring the complaints process performance, including identification of trends and implementation of initiatives to drive improvement
- Maintaining and reviewing ongoing compliance and service delivery requirements to our customers
- Liaising with appropriate Regulatory/Statutory authorities

**About you**
- At least 12 months experience working in the Workers Compensation scheme in Victoria
- Proactively use their initiative to contribute to the success of the team
- Strong customer service and interpersonal skills
- Excellent written and verbal communication skills
- Sterling conflict resolution skills
- Excellent time management skills and the ability to multitask and prioritise effectively
- A passion and demonstrated track record of identifying and implementing continuous improvement initiatives
- Sound decision making and attention to detail when reviewing claims notes, reports and data

**Benefits and perks**
- Inclusive Culture: Join a supportive, open-minded team focused on customer outcomes, bringing your authentic self to work every day
- Flexible Work-Life Balance: Enjoy flexible and remote work options and workplace adjustments, with support for your work/life balance.
- Career Development: Access mentoring, development and global mobility opportunities for growth and success, including access to over 10,000 learning resources.
- Financial and Well-being Perks: Enjoy discounts on Allianz products, retail, tech, and travel, plus financial wellness initiatives and the Employee Share Purchase Program
- own a piece of your employer
- For more details about our benefits, visit the Allianz Careers site

**About our culture**

We care about everything that makes you, you. We believe in an equitable workplace that celebrates diversity and inclusion, where people of all genders, ages, religions, sexual orientations and abilities are not only welcomed but valued for the perspectives and talents they bring to work. We’re committed to fostering an environment where everyone can thrive, grow, and contribute their unique perspectives to our collective success and reach their fullest potential.

**Adjustments and support**

**Job Level**:

- Professional

**Location**:

- Melbourne, VIC, AU, 3000

**Area of Expertise**:

- Customer Services & Claims

**Unit**:

- Allianz Australia

**Employing Entity**:

- ALLIANZ AUSTRALIA SERVICES PTY LTD

**Job Type**:

- Full-Time

**Remote Job**:

- Hybrid working

**Employment Type**:

- Permanent

**ID**:

- 63685

**Position Cluster**:

- Non-Executive