Manager Customer Experience

1 day ago

Sydney, Australia Gallagher Full time

**Overview**

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.

Gallagher Bassett (GB) has six offices in Australia located in Northern Territory, Adelaide, Perth, Brisbane, Melbourne, and Sydney, and employing over 1000 staff.

We are thrilled to be returning to something that we do incredibly well, as we return to the NSW workers compensation arena we do so with a sense of renewal, excitement, and ambition. Our globality means that we are solid and stable, and our local leadership allows us to innovate and offer you safe structure, unabated support to do your job well and of course an opportunity to be part of something new.

**Role Purpose**

The purpose of this role is to deliver exceptional claims service and leadership under the Icare NSW workers compensation scheme. You will lead our customer-focused efforts to meet the service and satisfaction needs of all stakeholders, with a focus on injured workers and employers. You will oversee dispute resolution, improve service through data analysis, balance stakeholder satisfaction, provide employer support, and protect the interests and reputation of the company.

**Key Responsibilities**
- Contribute to the development, implementation, and maintenance of our operations strategy.
- Analyse current and future trends and needs and accurately assess claims operations functional responsibilities, competitive strengths and vulnerabilities.
- Contribute to the development, implementation, and maintenance of the Business Plan
- To ensure all customers receive the support and guidance they require from the team to achieve our performance objectives and reputation as the leading Claims Service Provider in the scheme
- Develop, maintain, and continually review of our services framework.
- Oversee the employer and Injured worker customer satisfaction survey performance and development of lead indicators.

**Experience & Skills**

**Essential**
- Senior level Client relationship and Account Management experience
- Market knowledge and engagement with key stakeholders
- Demonstrated ability to influence others.
- Demonstrated experience in leading and motivating teams to deliver high levels of engagement and business outcomes.
- Proven high level customer service delivery experience.
- Strong business acumen

**Desirable**
- Experience in similar role within insurance or workers compensation claims management organisations.
- GB values its employees and offers a friendly, comfortable working environment that facilitates a work and life balance_
- Be engaged with a high performing and agile team backed by a positive culture and a range of employee benefits. If this sounds like your future career, then we want to hear from you today_

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