Complaints Officer

Proclaim DWF is looking for a Complaints Officer to work part time (3 days a week) in our Sydney office

The Complaints Officer will coordinate, investigate and respond to complaints relating to the claims management services of Proclaim DWF. This role will develop processes, procedures and strategies for a robust complaints handling process and use customer feedback to improve overall customer satisfaction.

The role requires a deep understanding of both Insurer & Coverholder / Underwriting Agent needs and quality/technical standards.  It will be responsible for responding to Insurer (Client), Coverholder / Underwriting Agent, Policyholder, Retail Broker complaints and feedback, resolving issues and providing excellent customer support.

Responsibilities:

Customer Service and Complaints Handling:

• undertaking central responsibility for all complaints and managing of the internal dispute resolution process.
• Responding to customer feedback and complaints, resolving issues and providing excellent customer support.
• Responsible for managing complaints lodged by a Complainant to Lloyd's Australia IDR and / or AFCA.

Customer Feedback and Satisfaction:

• Establish mechanisms to collect and analyse customer feedback and complaints regarding product or service quality.
• Implement improvements based on customer feedback and complaints to enhance overall satisfaction.

Customer Service and Complaints Handling:

• Provide support to the centralized peer review officer

Auditing and Compliance:

• Support peer reviews, as required, to assess compliance with established quality standards.
• Interface with external auditors and regulatory bodies as need to ensure compliance with industry regulations.
• Working collaboratively with relevant team members and managers throughout the audit process.
• Sharing appropriate feedback with relevant parties regarding audit findings in a timely manner.
• Identifying and communicating any key patterns of knowledge/skill gaps or training needs and raising them with management in a timely manner.
• Trouble shooting as required.

Customer Feedback Analysis:

• Gathering and analysing customer feedback to identify trends, pinpoint areas for overall improvement, and enhance the overall customer experience.

Process Improvement:

• Identify opportunities for process improvement throughout the organisation to enhance product or service quality and customer service procedures.
• Collaborate with cross-functional teams to implement process enhancements and monitor their effectiveness.

Quality Metrics and Reporting:

• Define and track key quality performance indicators to assess the effectiveness of the quality management system.
• Prepare and present regular reports to senior management, highlighting trends, areas for improvement, and corrective actions.

Training and Development:

• Conduct training programs for employees to enhance their understanding of quality standards, processes, and procedures and customer service best practice.
• Foster a culture of quality by promoting awareness at all levels of the organisation

Root Cause Analysis and Corrective Action:

• Lead investigations into quality issues, identify root causes, and implement corrective and preventive actions as a result of learnings derived from customer feedback and complaints
• Establish a robust system for documenting and tracking corrective actions to prevent recurrence.

Supporting the achievement of company goals and vision:

• Supporting claim management teams in order to assist them to meet objectives and targets, including desired service levels
• Provide support to the management team and individual team members as required

What you'll need to be successful:

• Bachelor's degree in a relevant field (e.g., Legal, Accounting, Commerce, Engineering, Quality Management, or a related discipline).
• Experience in Insurance claims processing and auditing preferred as well as knowledge of insurance policies and regulation is also essential
• Previous experience in customer-facing role and dispute resolution within the financial services industry is preferred
• Proven experience in quality assurance management, preferably in financial services
• Strong knowledge of quality management principles, standards, and methodologies.
• Excellent analytical, problem-solving, and decision-making skills.
• Effective communication and interpersonal skills for collaboration with cross-functional teams and with regulatory bodies
• Certification in quality management (e.g., ASQ Certified Manager of Quality/Organizational Excellence) is a plus.

Personal Attributes:

• Strong leadership and team management skills.
• Detail-oriented with a commitment to precision and accuracy.
• Results-driven and focused on continuous improvement.
• Ability to thrive in a dynamic and fast-paced environment.
• Ability to work independently
• Ability to work collaboratively with the centralized offshore Complaint & Compliance team
• Ethical and committed to upholding the highest standards of quality and integrity
• The ability to build rapport, empathize with complainants and manage difficult conversations is crucial

Skills Required:

• Attention to detail
• Strong communication verbal and written communication skills are essential for effectively communicating with complainants, colleagues and other stakeholders.
• Ability to problem solve
• Solid analytical ability
• Curious nature
• Time management and demonstrated ability to prioritise and multitask
• Commercial nous
• Computer skills
• Relationship building
• Experience in customer facing role and dispute resolution

Who we are:

DWF is a leading global provider of integrated legal and business services. Our approach delivers efficiency, price certainty and transparency for our clients across the world without compromising on quality or service. Our purpose is to deliver positive outcomes with our colleagues, clients and communities and we foster a culture that places our colleagues at the centre of all that we do.

We champion an environment where everyone is encouraged to be their authentic selves, fostering a culture that supports and celebrates the unique contributions and aspirations of all our colleagues. We are an equal opportunities employer that celebrates diversity. Our goal is to ensure a positive experience for all team members, providing necessary adjustments and support to enable everyone to reach their full potential. If there's anything you need to perform at your best, we're here to help.

DWF believe in giving back to our community. We offer 2 volunteer days off a year for you to get out and lend a helping hand to those in need. This is a great time to connect with others and learn more about our community.

We also grant you birthday leave Who wants to work on their special day? A day off is our birthday present to you to enjoy it however you wish.