Customer Resolution Officer

Location: Sydney CBD

• Permanent Opportunity with icare as a Customer Resolution Officer
• Hybrid working environment, office in Sydney CBD
• Offering starting salary of $84,659

About the Role

Support the operation of the Customer Resolution team to resolve Workers Compensation complaints and disputes. This role is responsible for the delivery of a range of customer and administrative services.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• Comprehensive learning and development support aligned to icare's Core Capabilities.
• Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
• Access to our Employee Assistance Program

Duties

It's an exciting time at icare where no two days are the same: as Customer Resolution Officer you will:

• Provide a range of administrative and support services, including records management, routine correspondence, meeting and event coordination, to support the effective operation of the customer outcomes team.
• Monitor and triage queries, complaints and communicate with relevant parties as required.
• Use case management systems to record and monitor the outcomes of complaints, develop reports, analyze and interpret data – good foundation in Microsoft Excel – moderate to advanced experience preferred but not essential.
• Promote positive working relationships with internal and external stakeholders.
• Complete daily, weekly and monthly reporting as required by the customer resolution team to assist in operational reporting, identifying root cause analysis and volumes of complaints.
• Respond to enquiries, and escalate and redirect issues as required, to ensure the provision of accurate information.
• Update and maintain records and databases, complying with administrative systems and processes, to ensure that all information is accurate, stored correctly and accessible.
• Provide administration assistance and exercise discretion and confidentiality to support the achievement of business objectives.
• Extract data from multiple sources and consolidate for reporting for further analysis.
• Work alongside the reporting and analytics team to identify, analyze and interpret trends, patterns and underperformance through the available complaints/disputes and quality assurance. Support the team with ad hoc administrative duties from time to time when required.

Skills & Experience

• Experience in a similar role, with prior experience and/or understanding of workers compensation legislations and SIRA standards of practice is preferred.
• Prior experience in customer service, preferably combined with experience working in a complaint resolution setting.
• Good foundation of experience with Microsoft Office suite (Excel, Outlook, Word, PowerPoint, One Note)
• Experience with Salesforce CRM, QLIK dashboards, Guidewire, Genesys or other reporting and claims management software – preferred but not essential.
• Moderate to advanced skills in Microsoft Excel – preferred but not essential
• Experience in interpreting customer complaints and feedback to gain strategic insights, trends and drivers of complaints.

Culture

We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply.We are committed to our people's development so the people of NSW can thrive.

About the Company

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, to deliver better outcomes for those we serve. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work.

• For more information about icare visit our website
• icare operates a direct sourcing model so no agency introductions will be accepted
• We are a Circle Back Initiative Employer – we commit to respond to every applicant
• A talent pool may be created through this recruitment process.

If you are an employee of icare please apply via Hugo to submit your application. We want to support you with the next step in your career.

Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.