Quality Coach

14 hours 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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