Customer Service Specialist

3 months ago

Adelaide, Australia Gallagher Full time

Overview

Gallagher Bassett is Australia's largest Third Party Administrator (TPA). Our focus is refreshingly simple: we manage insurance claims on behalf of insurers, brokers, government bodies and self-insured corporations. Drawing on our global network and extensive local resources, Gallagher Bassett provides customised claim and risk mitigation solutions that improve our clients’ outcomes. As pioneers in this fast growing sector, we continue to set the benchmark for quality, customer service and TPA systems across all insurance sectors. Gallagher Bassett (GB) has six offices in Australia located in Northern Territory, Adelaide, Perth, Brisbane, Melbourne and Sydney, and employing over 1,600 staff. How you'll make an impact The Customer Service Specialist is responsible for ensuring high quality customer service with a view of improving customer service standards, and enhancing the customer experience for the business unit. The role is also responsible for providing coaching and mentoring to the Team Managers to ensure the delivery of service recovery and management of the Customer Service Framework. The role also provides analysis and recommendations based on data collected from Surveys and feedback received. On a day to day basis you will: Provide a high standard of professional and personalised customer service for the SA Business Unit, with a view to enhance the customer experience for injured workers and employers Work closely with internal stakeholders to ensure complaints and customer issues are rectified, providing coaching and assistance where necessary to increase employee capability Build and maintain internal relationships with all key stakeholders Liaise with relevant internal stakeholders to provide customer service expertise around the analysis of trends including recommendations for future development needs Analyse and Identify trends in reporting, identifying root causes and systemic issues and providing recommendations to improve the overall customer service experience Implement and manage GB & RTWSA Customer Surveys, including Service Recovery Plans Resolve complaints & implement service recovery plans as required to mitigate reputational risk Provide assistance in the development of competency assessments with regards to service standards with a focus on maintaining high quality customer service standards and continuous improvement Develop, maintain and report on personalised coaching programs Develop, maintain, customer survey processes, and action and report on Customer Survey results About you We are interested in hearing from people who have: Demonstrated experience in the resolution of customer complaints Previous coaching experience Demonstrated experience in the analysis of data & reporting on trends Experience working within a highly service focused customer service environment Excellent communication and interpersonal skills as well as a team player attitude Exceptional time management and organisation skills Working with us: GB values its employees and offers a friendly, comfortable working environment that facilitates a Work and Life Balance GB recognises that our benefits program holds a different value or meaning to each employee. At GB, there are a number of benefits available to our team to ensure we capture a wide range of products and services that we believe will positively impact our diverse workforce. Just a few of our benefits include: Discounted Insurance Dress for your day Novated Leasing Flexible & hybrid working

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