Customer Care Advisor

Customer Care Advisor

EML is a leading **Workers Compensation** and **Personal Injury Claims Management** business. Our goal is to help people get their lives back through **ongoing support during their return-to-work journey**. We continue to experience ongoing growth and now have over **4,000 dedicated employees**. We foster a learning culture that allows for us to continually invest in our employees ensuring a **long-term career** here at EML.

**THE OPPORTUNITY**

As part of our diverse team based in **Melbourne**, you will help make a positive impact on someone's life every day. You will 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 and communication 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 will be a **permanent, full time** position based in the **Melbourne **office, with flexibility to work from home.

**YOUR RESPONSIBILITIES**
- Work collaboratively with Case Managers to prepare and implement strategies regularly within timeframes to achieve the optimum outcome and minimisation of claim costs.
- Engage, educate and maintain standards to develop a client service culture as well as the resolution and minimisation of complaints
- Support the management of any identified claims to ensure EML interactions are at the highest quality.
- Execution of EML Client Service Plan initiatives in accordance with agreed program
- Assist with the structured development of Case Managers to deliver enhancements in customer service
- Active management of complaints in accordance with relevant legislation and guidelines
- Facilitate and maintain an effective corporate approach to the management and resolution of complaints

**ABOUT YOU**
- Experience holding a similar or case management/specialist role within Workers Compensation mandatory
- Experience in the coaching and development of front-line staff
- 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)

**WHAT WE OFFER**

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

EML provides career opportunities and great employee benefits, including:

- A vibrant, collaborative innovative team culture
- Flexibility with opportunity to WFH when you are fully trained in your role.
- A corporate wellbeing program with discounted health insurance and gym membership
- Access to discounts at over 350 retailers through our Rewards Hub program
- Entitlement to an annual tenure and performance-based recognition reward
- Comprehensive learning and development support
- Companywide events to celebrate success.
- Quarterly Reward and Recognition Awards
- Up to 16 weeks paid parental leave, plus super

We value our people and are committed to supporting our employees by investing in their professional development and providing generous employee benefits. If this position is of interest to you, please.

Job ID JR1948