Customer Care Advisor

**Customer Care Advisor**:
VIC - Melbourne CBD Workers Compensation Full Time

**WHY EML?**

At EML we share a common purpose of helping people get their lives back. We are committed to having the lowest caseloads in the industry, and therefore have a number of opportunities available in our claims teams.

We truly support each other and offer competitive benefits, flexible hours and work from home arrangements. We foster a learning culture that allows for us to continually invest in our employees ensuring a long-term career here at EML.

**_ Here are just some of the employee benefits we offer at EML:_**
- A diverse and collaborative team culture like no other
- Flexibility to work from home to support work/life balance
- A corporate wellbeing program with discounted health insurance and gym membership
- Generous discounts from over 350 retailers through our RewardsHub program
- Comprehensive learning and development opportunities to help you reach your full potential
- Access to support and counselling services with work or personal matters, through our Employee Assistance Program
- Companywide events to stay connected and celebrate success
- Entitlement to annual company incentive scheme + salary reviews
- Up to 16 weeks paid parental leave, plus super

**We stand together as equals. **EML is an equal opportunity employer so by coming to work for us, you’ll be part of a culture that celebrates diversity and inclusion. We’re committed to maintaining a workplace where everyone feels valued and where we show respect, integrity and honesty.

**THE ROLE**

As part of our diverse team based in **Melbourne**, you’ll help make a positive impact on someone’s life every day. You’ll feel great satisfaction knowing your talent and hard work has a purpose.

The main purpose of this role is to facilitate the continuous improvement of the services we deliver to our internal and external stakeholders.

This position operates in a high pressure and deadline driven environment that focuses on enhancing the customer experience, and the pro-active management and reduction of complaints.

This is a **full time, 12-month contract** role based in our **Melbourne CBD** with flexibility to work from home.

**YOUR RESPONSIBILITIES**
- Active management of complaints in accordance with relevant legislation and guidelines
- Engaging and educating staff on EML service standards to enhance the service culture, as well as the resolution and minimisation of complaints
- Facilitate complaints decision discussions with management to achieve consensus & agreed approach regarding contentious issues
- Deliver training and regular communications to the claims teams to ensure we are compliant with all regulatory and contractual requirements
- Support the build of ongoing programs of training and development in relation to customer service and the complaint handling process
- Provide coaching support to claims teams to build service capability
- Support the delivery of service improvement initiatives across the business

**ABOUT YOU**
- Experience holding a similar or case management/specialist within Workers Compensation
- Excellent interpersonal, written and customer service skills
- Strong negotiation, mediation and problem-solving skills
- Knowledge of external dispute resolution processes, legislation and codes of practice
- Ability to deal with conflicting demands ensuring key priorities and deadlines are met through effective time management
- Relevant experience in the investigation of complex complaints and drafting high-level responses (desired but not essential)
- Experience in the coaching and development of front-line staff