Customer and Capability Specialist

**The Opportunity**

The Customer & Capability Specialist position is responsible for supporting the Team Manager in building capability with claims staff, in particular staff who are at the beginning of their claims management careers, You will monitor, influence and develop claims staff to deliver a service experience for injured workers in line with the GB Service Framework.

**In this role, you will**:

- Work directly with Branch Managers and Team Managers to develop a trusted relationship and build service capability within their teams
- Achieve aligned KPI’s for claims staff’s call evaluations per month, providing feedback on call quality the Team Manager for action
- Coach and mentor staff of all claims management topics to ensure understanding and on the job assistance with Workcover process and policy
- Ensure the quality of feedback from call monitoring is clear, concise and constructive, influencing development and quality improvement
- Participate in and provide support to learning and development through the Case Manager Training School
- Attend monthly Customer and Capability Specialist team meeting to proactively discuss trends, focus areas and action plans
- Provide monthly reporting back to the Branch Manager on each team for discussion in monthly operations meeting.
- Review Injured Worker Survey team results for areas of focus and development within each team and provide support and development to address.
- Actively participate in the continual improvement and evolution of the GB Service Framework.

**We’re looking for an individual who has**:

- People leadership, coaching, mentoring and training skills
- The ability to influence others and coach/mentor teams
- Significant customer service experience
- Claims management and/or injury management experience
- Skills in interpreting data and building excel reporting

**What we can offer you**:

- Attractive remuneration packaging & flexible work arrangements
- Key member of leadership team within the Victorian Workers Compensation business unit
- Collaborative working environment - friendly, flexible and supportive working environment which is built around great team support and rewarding opportunities;
- Paid Parental Leave scheme;
- A unique and exciting career - as our Company grows, so do the opportunities for our people;
- Opportunities for ongoing education and development;
- Service and performance recognition awards; and Employee Assistance Program for yourself and immediate family members.

**About us**

Gallagher Bassett (GB) is Australia and New Zealand's premier third party claims administrator. We manage claims on behalf of insurers, government bodies, self-insured organisations and brokers. We are part of the leading global risk management and insurance group Arthur J Gallagher & Co.

Life at GB is an adventure. Often fast paced, unpredictable, challenging and deeply rewarding. It is social and engaging, with our unique and positive culture underpinned by The Gallagher Way - values lived daily by our people.

In addition to flexible working options, we also offer supportive learning and career pathways and provide ongoing access to training and career development. We invest in our people through strong succession planning and have a number of mentoring and training programs available.

**To apply**

If you think you can make a positive difference to our business we want to hear from you today
- To be considered for this opportunity you must have right to live and work in Australia when applying._
- Agency applicants will not be considered for this position._
- 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 with a disability, unless the accommodation would impose an undue hardship on the operation of our business._