Customer Care Specialist

Proclaim DWF is looking for a Customer Care Specialist to work full time in our Melbourne Collins Street Head Office If you are passionate about people and you thrive on solving problems while delivering exceptional service, we'd love to hear from you.

As part of the Client Services Team, you will be responsible for providing exceptional customer service to customers, claimants, clients and services providers.

The role will work closely with the Client Administrator Co-ordinators, answering incoming telephone calls, incidents management including contacting injured customers on a customer care basis, note taking on calls, entering information into claim databases, and working with internal and external client systems.

1)     Customer care call support

Answering incoming calls for the National team

Creating a first positive and lasting impression, for our clients and their injured customers, both on the phone and through correspondence

Calling injured customers to determine their welfare and obtain factual information 

Providing feedback to the Account Managers and clients of the phone call

Entering incidents where required.

Making file notes in the claims database and files summarising the phone calls.

Creation of incident call status and update reports as requested

2)     Administrative Support - Technical

Claims data entry and updating claim status

Making clear file notes of the phone conversations in the claims database

3)     Utilisation of Claims Databases

Entering and opening incidents and claims

Saving e-mails and documents

Preparing letters

Basic system maintenance as required

4)    Administrative Support

Raising incidents to claims in our client's systems making file notes of calls, generating reports on the status of the phone calls.

General office support & administration

5)     Supporting own as well as the achievement of company goals and vision

Support client services team members as required

Dedication to personal growth and development aligned with our values, mission, behaviours and OKRs.

Customer Service focus

Excellent telephone manner

Attention to detail and quality

Time management and demonstrated ability to prioritise and multitask

Strong verbal and written communication

Computer skills – Word, Excel and an ability to learn new systems

Ability to prepare correspondence

Ability to run reports

Relationship building

Positive can-do attitude

Experience in a busy office environment with deadlines

Legal, medical or insurance administrative or receptionist experience is advantageous

At DWF, we deeply appreciate the significance of offering a comprehensive rewards package that extends beyond a basic salary. Our commitment is to ensure that each member of our team not only feels valued but is also duly rewarded throughout their tenure with us. Upon joining our organisation, you will have the opportunity to select from a diverse array of benefits, allowing you to carefully tailor a package that perfectly aligns with your individual needs and those of your family. In addition to our standard benefits, we offer a wide range of flexible benefits and robust well-being programs. 

Our recruitment process upholds the highest standards of fairness and engagement. It includes comprehensive interviews and, at times, a written assessment, an assessment day, or presentation. We aim to create a positive experience for all candidates and offer any adjustments or additional support.

DWF is a global legal business providing Complex, Managed and Connected Services. We empower people to be themselves within an inclusive and supportive environment, enabling everyone to achieve their full potential in line with their abilities and career aspirations.