Customer Care Consultant

**Customer Care Consultant**:
NSW - Sydney 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
- Access LinkedIn Learning - 18,000 courses to advance your professional education
- 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 **Sydney**, 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 Customer Care Consultant role underpins the sustainability and growth of EML through supporting the Customer Strategy. The role is part of a high performing and customer-responsive team that works strategically and pro-actively to engage with the business regarding customer care and provide direct liaison with customers in addressing concerns when they arise.

The Customer Care team remit includes stakeholder engagement, optimising NPS/CSAT results and complaint management to deliver outstanding, customer centric service.

This will be a **Full Time Permanent** position commencing based in the **George Street** office with flexibility to work from home.

**YOUR RESPONSIBILITIES**
- Provide support and assistance to the Customer Care Team Leader in the management of and continued building of Customer Engagement.
- Drive continuous improvement and innovation. Maintain awareness of industry developments and trends and respond effectively to changes.
- Clarifying and managing key stakeholder expectation to ensure the delivery of effective outcomes.
- Assisting with the implementation and monitoring of customer engagement programs and initiatives (e.g. NPS/CSAT).
- Ensure appropriate attention, management and prevention of risk and governance as it relates to customer care. Identifying, reporting and discussing any emerging risks with the Customer Care Team Leader or Customer Care Manager.
- Manage feedback and complaints in accordance with relevant legislation and guidelines including Personal Injury Commission, Independent Review Office, and Employers Mutual guidelines. Mitigate risk of complaint escalation.

**ABOUT YOU**
- Understanding of the claims process (highly desirable)
- Experienced in building relationships with internal and external stakeholders
- Ability to make fair and impartial recommendations
- High conflict-resolution skills, including advanced negotiation and influencing skills
- Able to work in a fast paced environment with a high level of attention to detail

**ABOUT EML**

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.