Quality Coach

2 weeks ago

Adelaide CBD, Australia ReturnToWorkSA Full time

ReturnToWorkSA manages the Return to Work scheme which provides insurance that protects South Australian businesses and their workers from the costs of a work injury_.

**What’s in it for you?**
- Excellent organisational culture
- Flexible working conditions
- Extensive corporate well-being program, including a free gym onsite
- Broad salary sacrificing options, including novated leasing
- Competitive salary including annual leave loading
- Discounted corporate private health insurance
- Modern office in the CBD

**The Opportunity**:
We are looking for a **Premiums Quality Coach **to join our Customer Service team at ReturnToWorkSA.

**The Role**:

- Drive quality assurance using the quality and capability framework
- Identify potential risks and mitigate where possible to avoid unnecessary escalation
- Coach on the job to uplift skills and capabilities of Customer Advisors to close knowledge gaps and ensure best practices
- Reporting on coaching outcomes to demonstrate progress and capability uplift
- Collaborating with the Team Leader customer service to prioritise technical and process coaching and escalate training opportunities
- Identifying and recommending process improvements to Premium Services Leaders
- Align activity to Shared Premium Objectives and investment of knowledge back into the business
- Understand team-level KPI thresholds by proactively taking action to ensure business timeframes are met
- Ensure high quality customer advice to requests for information or services from employers and stakeholders regarding premium matters in line with RTWSA service standards
- Provide 360-degree view of each employer and ‘first call resolution’ including records of discussions and actions taken on every interaction made with the employer
- Demonstrated, relevant customer service experience including showing empathy, integrity and personalisation
- Clear, honest, well-developed communication skills
- Active listening skills with the ability to ask relevant questions to gain information
- Ability to work under pressure and work well within a team
- Good written skills
- Ability to follow policy and procedures
- Resilient and mentally tough; can deal with people in a balanced way and with compassion and empathy
- Ability to establish and maintain positive relationships: leading by example, proactive communication, understanding the needs of others
- Clear understanding of the objective and purpose of the Premium group and agreed style of working
- Thorough knowledge of the ReturnToWorkSA premium system including legislative elements, regulatory elements including provisions and orders, or a demonstrated ability to quickly acquire it
- Proven ability to systematically identify and prioritise issues
- ReturnToWorkSA is an equal opportunity employer, valuing difference and embracing diversity._

**What we offer**:
The total remuneration package for this position is starting from $81,699 (inclusive of superannuation).

**Further Information**:
Please view the attached position description for further information.

Quality Coach - Insurance - Premiums - PD - October 2021 (2).pdf

***How to apply**:

- The South Australian public sector promotes diversity and flexible ways of working including part-time. Applicants are encouraged to discuss the flexible working arrangements for this role._

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