Customer Feedback Officer

**Introduction**:
Join our growing team of dedicated professionals at Gallagher Bassett, who guide those in need to the best possible outcomes for their health and wellbeing. You'll be part of a resilient team that works together to redefine the boundaries of excellence. At our organization, we value collaboration and making a positive impact in the lives of our clients and claimants, offering you the opportunity to join a team where your skills and dedication can truly make a difference. GUIDE. GUARD. GO BEYOND.

**Overview**:

- **Join a Global Company offering career progression and Work-Life Balance**:

- ** Be part of a high performing, passionate Customer Service Team**:

- ** Something for everyone - range of employee benefits, discounts and wellbeing programs**

**About the Role**

The Customer Feedback Officer is responsible for ensuring high quality customer service through the management of media threats, critical incidents and managing the resolution of customer complaints, within given timeframes.

You will deliver a high standard of customer service to all customers whilst driving the resolution of customer complaints, adhering to industry Customer Service Frameworks and requirements.

**How you'll make an impact**:
**You will add value to Gallagher Bassett across the following**:

- Providing a high standard of professional and personalised customer service for the Victorian Business Unit, with a view to minimise complaints received and improve service outcomes
- Registering and acknowledging all complaints received & ensuring they are resolved within agreed timeframes, ensuring the needs of the customer are considered by our people in every interaction we have with them
- Delivering high quality customer service towards all parties involved in the claims and premium management process within acceptable timeframes
- Listening to, and always understanding the customer point of view during the feedback and complaints process
- Reviewing and following up all critical incidents, ensuring they are managed within the critical incident guidelines and escalating where appropriate
- Actioning all media threats received, following up with relevant internal and external stakeholders to ensure risk is mitigated wherever possible
- Where appropriate, escalating identified root causes for complaints to our customer service team to assist in achieving improved customer satisfaction levels
- Providing reporting on complaint resolutions, media threats and critical incidents for management review

**About you**:
**We’re interested in hearing from people who possess**:

- Previous experience in complaints resolution
- Workers Compensation and/or Claims Management experience
- Exceptional customer service skills
- ASIST Trained, or willingness to undertake
- Certificate of personal Injury management or other Industry specific qualifications will be ideal

**What we can offer you**:

- Attractive remuneration packaging & flexible work arrangements - including WFH
- Paid Parental Leave
- Excellent Working Environment - friendly, flexible and supportive working environment which is built around great team support and rewarding opportunities;
- 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

***:
**To apply**:
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.

**Compensation and benefits**:
On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

Below are the **minimum core benefits** you’ll get, depending on your job level these benefits may improve:

- 4 weeks annual leave plus up to 2 weeks additional purchased Lifestyle Leave
- Novated Leasing opportunities
- Two paid volunteer days annually
- Health Insurance Discounts with our Group Insurance Plan
- Employee Stock Purchase Program
- Paid parental leave

**Other benefits include**:

- Flexible and hybrid work arrangements
- Mental Health and Wellbeing Support for yourself and immediate family members
- Employee Recognition Awards and Service Milestone Recognitions
- Peer Support Program
- Annual flu vaccinations
- Access to Reward Gateway - discount offers at over 350 retailers
- And more...

**We value inclusion and diversity*