Customer Service Specialist

**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 offering career development opportunities
- Flexible and hybrid working arrangements including Work from Home & Office
- Something for everyone - range of staff benefits, discounts & wellbeing programs

The Customer Service Specialist is responsible for ensuring high quality customer service with a view of improving customer service standards, and enhancing the customer experience for the business unit.

The role is also responsible for providing coaching and mentoring to the Team Managers to ensure the delivery of service recovery and management of the Customer Service Framework. The role also provides analysis and recommendations based on data collected from Surveys and feedback received.

**How you'll make an impact**:
**On a day to day basis you will**:

- Provide a high standard of professional and personalised customer service for the SA Business Unit, with a view to enhance the customer experience for injured workers and employers
- Work closely with internal stakeholders to ensure complaints and customer issues are rectified, providing coaching and assistance where necessary to increase employee capability
- Build and maintain internal relationships with all key stakeholders
- Liaise with relevant internal stakeholders to provide customer service expertise around the analysis of trends including recommendations for future development needs
- Analyse and Identify trends in reporting, identifying root causes and systemic issues and providing recommendations to improve the overall customer service experience
- Implement and manage GB & RTWSA Customer Surveys, including Service Recovery Plans
- Resolve complaints & implement service recovery plans as required to mitigate reputational risk
- Provide assistance in the development of competency assessments with regards to service standards with a focus on maintaining high quality customer service standards and continuous improvement
- Develop, maintain and report on personalised coaching programs
- Develop, maintain, customer survey processes, and action and report on Customer Survey results

**About you**:
**We are interested in hearing from people who have**:

- Demonstrated experience in the resolution of customer complaints
- Previous coaching experience
- Sound knowledge of all available services to workers and employees under Workers Compensation
- Demonstrated experience in the analysis of data & reporting on trends
- Experience working within a highly service focused customer service environment
- Excellent communication and interpersonal skills as well as a team player attitude
- Exceptional time management and organisation skills

**Working with us**:
GB values its employees and offers a friendly, comfortable working environment that facilitates a Work and Life Balance GB recognises that our benefits program holds a different value or meaning to each employee. At GB, there are a number of benefits available to our team to ensure we capture a wide range of products and services that we believe will positively impact our diverse workforce.

**Just a few of our benefits include**:

- Discounted Insurance
- Dress for your day
- Novated Leasing
- Flexible & hybrid working

**To apply**:
If this role sounds like your new career

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.

**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