Customer Experience Specialist

**Company Description** Are you looking for a role with variety, limitless opportunity, and a chance to lead your career?**

At WorkFocus we’re leaders in getting people well and working, we empower individuals to live and work to their fullest potential every day. Due to substantial growth, we are now looking for a Customer Experience Specialist to join on a 12 month fixed term, with potential for extension to make an IMPACT and work our award winning team in WA

Reporting to a Customer Experience Manager, you will play a key role in the success of WorkFocus Australia by proactively establishing and managing Employer/Agent/Stakeholder relationships to ensure growth via exceptional customer service, a professional customer interface and supporting high-quality service delivery.

If you are passionate about delivering excellent customer care and making a difference in people’s lives, this is the place for you.

As a Customer Experience Specialist, you will:

- Be responsible for achieving referral and revenue targets for allocated accounts via exceptional customer service and high-quality service delivery
- Provide an exceptional welcome and triage experience on new referrals received
- Conduct internal and external claims reviews for allocated account
- Conduct check-pointing with identified claims agents and/or employer aligned with gateway measures
- Proactively manage portfolio performance in line with customer reporting
- Ensure customer reporting is ready for submission accurately and on time.
- Represent WorkFocus in public forums and on various committees as required

**Qualifications**
Skills and Attributes to support the role include:

- Tertiary qualifications in Occupational Therapy, Physiotherapy, Exercise Physiology, Psychology, Rehab Counselling or other equivalent WorkCover accredited discipline, or Marketing and Sales is desirable
- Sound understanding of rehabilitation, gateway and customer KPIs to align business strategies
- Sound understanding of customer drivers and customer service and practice in work and wellness services
- Demonstrated experience in delivering repeat business and /or new business in the work and wellness, insurance, health or human services sector
- Commercial acumen to drive business growth, profitability, quality initiatives and marketing activities.
- Exceptional organisational and time management skills.

**Additional Information**
**_
Why work with WFA?_**
- Truly flexible working, in the community, from home and the office - you set your schedule
- Learn and be mentored from a multi-award-winning team
- Relocation Assistance
- Multiple career pathways and professional development opportunities - 90% of our leadership team have been promoted from within
- Generous financial incentives program to reward you for your impact
- Purchase additional annual leave
- Paid parental leave

Additional employer benefits package including salary sacrificing, fitness passport, novated leasing, Star Finder referral program and so much more

**About us**:
At WorkFocus, we get people well and working.

Since 1989, we have impacted the lives of over 100,000 Australians by providing a range of services to prevent and minimise the social, physical, psychological and financial consequences of injury and illness. Our team of allied health professionals champion the health benefits of good work, supporting and empowering people through the recovery process to return them to better health and life.

**To Apply**:
**You are welcome here.**

Our fast-growing team of more than 3,000 people around Australia represent a huge array of life experiences, skills and ways of thinking. We value all these differences.

We are an Equal Opportunity Employer, proudly welcoming people with disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQI community, veterans, carers and Indigenous Australians to our team.

We are happy to adjust our recruitment process to support accessibility needs.