Customer Service Specialist

**About the Role**

The Customer Service Specialist’s role sits within the DXC’s Service Team and provides support to the business by providing support and coaching to improve our overall customer experience. The Customer Service Specialist undertakes activities such as customer service coaching of staff, service recovery post customer feedback, complaints management and assists in the development of DXC’s staff.

DXC provides policy and claims management services to government and organisations across Australia. We support organisations and those injured at work throughout the entire claims process. Based on decades of experience our policy and claims teams have an impressive track record of reliable service.

DXC is committed to building better futures for our customers, colleagues, the environment, and our communities. We take care of each other and foster a culture of inclusion, belonging and corporate citizenship.

At DXC, our more than 130,000 employees in 70-plus countries are entrusted by our customers to deliver what matters most.

**About You**

You have exemplary customer service, negotiation and influencing skills and use these to effectively coach team members including senior staff.

Your communication skills both written and verbal are outstanding and compliment your planning and project management skills.

You’re a natural problem solver and have the ability to make decisions quickly taking into consideration attention to detail and stakeholder preferences.

You demonstrate leadership, resilience and perseverance striving for the best outcomes for customers. You identify opportunities for continuous improvement and thrive on driving initiatives to deliver outcomes.

**Experience and Knowledge**:

- Technical and Medical Knowledge
- A minimum of 3 years experience in claims management (Case Manager/IMA) or at least 2 years experience in workplace based rehabilitation, with a preference for a degree in a medical or health related field
- Strong working knowledge of Accident Compensation Act 1985/WIRC Act 2013 and associated regulations
- Strong understanding of worker service - drivers and how they link to effective claims management
- Knowledge and experience of the Customer Service with the Victorian WorkCover scheme preferred
- Ability and desire to work in a team environment
- Flexibility and ability to adapt to change
- Providing advice and mentoring
- Experience across Workers Compensation Insurance Policy, legislation and associated compliance issues (ideal)

**Hybrid working arrangements**

In alignment with our commitment to fostering a flexible and dynamic work environment, we have adopted a hybrid working approach that acknowledges the importance of in-person collaboration while recognising that the determination of your work location will be based on a range of factors to ensure both individual preferences and operational requirements are met.

**Training & Development**

We believe in investing in our employees, providing ongoing training and development programs to help you reach your full potential. Join us and become part of a supportive community that recognizes and rewards hard work, encourages creativity, and offers a path to career advancement.

**Employee benefits**

DXC offers competitive remuneration, benefits, and career opportunities, reflecting our commitment to improving the lives of our employees and the communities in which we live and work.

Some of these benefits include:

- Extensive resources to support your onboarding and continued development, including DXC University
- DXC recognition, our global virtual platform which fosters a culture of appreciation and celebration with real-time reward and recognition
- More time to do the things you love with flexible leave options, including purchased leave
- Time to give to the community with charitable and emergency services volunteer days
- An Employee Assistance Program to support you and your family
- Novated leasing, discounted health insurance, paid parental leave and many other discounts.
- We know that great people refer to great people. We will reward you when you bring your friends and family to work at DXC

DXC is committed to building better futures for our customers, colleagues, environment, and communities. We care for each other and foster a culture of inclusion, belonging and corporate citizenship. We put this into action through our social impact practice.