Customer & Capability Specialist

About Us: 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: - **Flexible, hybrid work arrangements (work from home and office)**: - ** Staff benefits incl. wellbeing support, insurance and retail discounts & more**: - ** Be part of a Diverse, Inclusive Global Company which prioritizes its people** **Your Role**: The Customer & Capability Specialist position is responsible for directly monitoring, influencing and developing all claims staff to deliver a service experience for stakeholders in line with the GB Service Framework. Your goal will be to ensure all customers receive the support and guidance they require for injured workers to recover and make a safe and sustainable return to work, through providing effective support to the claims and premium operations. **Responsibilities**: **You will add value to Gallagher Basse**tt across the following**: - Working directly with Branch Managers and Team Managers to develop a trusted relationship and build service capability within their teams - Achieving aligned KPI’s for claims staff’s call evaluations per month, providing feedback on call quality the Team Manager for action - Facilitating 1:1 coaching sessions post all completed call evaluations, with all staff - Coaching and mentoring staff of all claims management topics to ensure understanding and on the job assistance with Workcover process and policy - Ensuring the quality of feedback from call monitoring is clear, concise and constructive, influencing development and quality improvement - Participating and providing support to learning and development through the Case Manager Training School - Attending 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. - Reviewing Injured Worker Survey team results for areas of focus and development within each team and provide support and development to address. - Actively participating in the continual improvement and evolution of the GB Service Framework. Qualifications: **We’re interested in hearing from people who possess**: - 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 **If you live our values and demonstrate the people capabilities, we can offer you the following**: - Attractive remuneration packaging & flexible work arrangements including Work from Home - Paid Parental Leave - Excellent working environment - our team at GB is renowned for it's dedicated and approachable people as well as its friendly, flexible and inclusive 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 through both external and internal programs delivered by our own claims training experts - Service recognition awards; and employee assistance program for yourself and immediate family members. - A dedication to your wellbeing through our peer support program, corporate health insurance discounts and wellness programs - Additional purchased leave, novated leases, and access to the Gallagher Rewards Program (including discounts/cash-back for hundreds of retailers) - "Thank-You" additional leave days and company-wide celebrations to reward your hard work and dedication **To apply** If this sounds like the job for you, then 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._ Compensation and Benefits: **We value inclusion and diversity** Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a com