Customer Feedback Officer

**Introduction**

Join our growing team of dedicated professionals at Gallagher Bassett, who guide those in need to the best possible outcomes for their health and wellbeing. You'll be part of a resilient team that works together to redefine the boundaries of excellence. At our organization, we value collaboration and making a positive impact in the lives of our clients and claimants, offering you the opportunity to join a team where your skills and dedication can truly make a difference. GUIDE. GUARD. GO BEYOND.

**Overview**
**About the Role**

As a Customer Feedback Officer, you'll be responsible for ensuring high quality customer service through the management of media threats, critical incidents and managing the resolution of customer complaints, within given timescales.

You'll focus on delivering a high standard of customer service to all customers whilst driving the resolution of customer complaints, adhering to strict WorkSafe guidelines.

**How you'll make an impact** Key Responsibilities**
- Providing a high standard of professional and personalised customer service for the Victorian Business Unit, with a view to minimise complaints received and improve service outcomes
- Registering and acknowledging all complaints received & ensuring they are resolved within agreed timeframes, ensuring the needs of the customer are considered by our people in every interaction we have with them
- Delivering high quality customer service towards all parties involved in the claims and premium management process within acceptable timeframes
- Listening to, and always understanding the customer point of view during the feedback and complaints process
- Reviewing and following up all critical incidents, ensuring they are managed within the critical incident guidelines and escalating where appropriate
- Actioning all media threats received, following up with relevant internal and external stakeholders to ensure risk is mitigated wherever possible
- Where appropriate, escalating identified root causes for complaints to our customer service team to assist in achieving improved customer satisfaction levels
- Providing reporting on complaint resolutions, media threats and critical incidents for management review

**About you** We're interested in hearing from people who possess**:

- Previous experience in complaints resolution
- Workers Compensation and/or Claims Management experience
- Exceptional customer service skills
- ASIST Trained, or willingness to undertake
- Certificate of personal Injury management or other Industry specific qualifications will be ideal

**What we can offer you**:

- Competitive remuneration and flexible work arrangements
- Paid Parental and Reproductive Leave
- our team at GB is renowned for its dedicated and approachable people as well as its friendly, flexible and inclusive working environment which is built around great team support and rewarding opportunities
- Career growth opportunities as our company expands
- Ongoing education and development programs
- Service recognition awards and employee assistance programs
- Wellbeing initiatives, including corporate health insurance discounts
- Additional leave options, novated leases, and access to Gallagher Rewards Program (which includes cashback and discounts for hundreds of retailers)
- Birthday Club - enjoy a day off during your birthday month as a gift from GB

**To apply**:
To be considered for this opportunity you must have right to live and work in Australia when applying.

Agency applicants will not be considered for this position.

Gallagher Bassett is an Equal Opportunity Employer and Indigenous Australian applicants are encouraged to apply. As a member of the Diversity Council Australia, we recognise the importance of, and embrace diversity in the workplace. We will make reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant with a disability, unless the accommodation would impose an undue hardship on the operation of our business.

**Compensation and benefits**
On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

Below are the **minimum core benefits** you'll get, depending on your job level these benefits may improve:

- 4 weeks annual leave plus up to 2 weeks additional purchased Lifestyle Leave
- Novated Leasing opportunities
- Two paid volunteer days annually
- Health Insurance Discounts with our Group Insurance Plan
- Employee Stock Purchase Program
- Paid parental leave

**Other benefits include**:

- Flexible and hybrid work arrangements
- Mental Health and Wellbeing Support for yourself and immediate family members
- Employee Recognition Awards and Service Milestone Recognitions
- Peer Support Program
- Annual flu vaccinations
- Access to Reward Gateway - discount offers at over 350 retailers
- And more...

**We value inclusion and diversity**

Inclusion and diversity (I&D) is a core part of our business, an