Customer Care Consultant

**Customer Care Consultant**:
NSW - Sydney CBD Workers Compensation Full Time
- **Join a vibrant and collaborative team within a rewarding organisation**:

- **Work strategically & pro-actively to engage with the business and get outcomes**:

- **Sydney CBD based with WFH flexibility**

EML is a leading **Workers Compensation** and **Personal Injury Claims Management** business. Our goal is to help people get their lives back through **ongoing support during their return-to-work journey**. We continue to experience ongoing growth and now have over **2,800 dedicated employees**. We foster a learning culture that allows for us to continually invest in our employees ensuring a **long-term career** here at EML.

**THE OPPORTUNITY**

The **Customer Care Consultant** role underpins the sustainability and growth of EML through supporting the Customer Strategy. The role is part of a high performing and customer-responsive team that works strategically and pro-actively to engage with the business regarding customer care and provide direct liaison with customers in addressing concerns when they arise.

The Customer Care team remit includes stakeholder engagement, optimising NPS results and complaint management to deliver outstanding, customer centric service.

This will be a **12 Month** **Secondment **Opportunity commencing on **ASAP** and based in the **Sydney** office.

**YOUR RESPONSIBILITIES**
- Provide support and assistance to the Customer Care Team Leader in the management of and continued building of Customer Engagement.
- Drive continuous improvement and innovation. Maintain awareness of industry developments and trends and respond effectively to changes.
- Clarifying and managing key stakeholder expectation to ensure the delivery of effective outcomes.
- Assisting with the implementation and monitoring of customer engagement programs and initiatives (e.g. NPS).
- Ensure appropriate attention, management and prevention of risk and governance as it relates to customer care. Identifying, reporting and discussing any emerging risks with the Customer Care Team Leader or Customer Care Manager.
- Manage feedback and complaints in accordance with relevant legislation and guidelines including Personal Injury Commission, Independent Review Office, and Employers Mutual guidelines. Mitigate risk of complaint escalation.

**ABOUT YOU**
- Understanding of the claims process (highly desirable)
- Experienced in building relationships with internal and external stakeholders
- Ability to make fair and impartial recommendations
- High conflict-resolution skills, including advanced negotiation and influencing skills

**WHAT WE OFFER**

**We stand together as equals. **EML is an equal opportunity employer so by coming to work for us, you’ll be part of a culture that celebrates diversity and inclusion. We’re committed to maintaining a workplace where everyone feels valued and where we show respect, integrity and honesty.

**_ EML provides career opportunities and great employee benefits._**

**We stand together as equals. **EML is an equal opportunity employer so by coming to work for us, you will be part of a culture that celebrates diversity and inclusion. We are committed to maintaining a workplace where everyone feels valued and where we show respect, integrity and honesty.

**_ EML provides career opportunities and great employee benefits, including_**:

- A vibrant, collaborative innovative team culture
- Flexibility with opportunity to WFH when you are fully trained in your role.
- A corporate wellbeing program with discounted health insurance and gym membership
- Access to discounts at over 350 retailers through our Rewards Hub program
- Entitlement to an annual tenure and performance-based recognition reward
- Comprehensive learning and development support
- Companywide events to celebrate success.
- Quarterly Reward and Recognition Awards
- Up to 16 weeks paid parental leave, plus super