Customer Service Manager

2 weeks ago

Melbourne, Australia DXC Technology Full time

Job Description:

DXC Claims Management has been specialising in workers’ compensation claims management for over 16 years, and we have an impressive track record of excellence in service delivery and innovation. We aim to return people to work and health as quickly and effectively as possible.

By providing the right services at the right time, DXC gives employers the confidence they comply with legal and regulatory requirements and injured workers the confidence they are being well cared for.

DXC Claims Management is part of the DXC Technology group of companies, the world’s leading independent, end-to-end, next-generation IT services company. DXC employs 155,000 staff globally, of which over 5,000 are insurance practitioners. We work with our customers to build a culture of performance and integrity.to facilitate and support medical management and return to work activities.

As Customer Service Manager you will demonstrate a commitment to customer satisfaction with regards to internal and external customers in all activities. You will drive performance improvement and work with other departments to ensure business goals are met.

Working with a skilled and talented Customer Service team you will be responsible for setting customer service standards and frameworks throughout the business that support injured workers recover and return to work. Being part of DXC provides DXC Claims Management Services with access to cutting edge AI technology. A key function of the Customer Service Manager role will be implementing these products and delivering customer service and performance improvements through their use.

Required skills, experience and qualifications

  • Relevant tertiary qualification in business or related discipline; or equivalent experience

  • Demonstrated ability to implement business wide system and process improvements

  • Proven people management experience at a senior level

  • Financial management

  • Experience analysing and interpreting statistical and performance-related data

  • Strategic ability and planning and execution skills

  • Technical knowledge/industry experience:

  • Sound understanding of crucial agent remuneration drivers

  • A sound understanding of each role position and function within the claims environment and the associated performance expectations and requirements of these roles

  • Commitment to the philosophy of a case management model of practice

  • Computer skills: Outlook, intermediate knowledge of the Microsoft Office suit:

  • Experience with coaching

  • Complaint management and resolution outcomes

  • Experience across Workers Compensation Insurance Policy, legislation and associated compliance issues (ideal)

About DXC

DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernising IT, optimising data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world’s largest companies and public sector organisations trust DXC to deploy services to drive new levels of performance, competitiveness, and customer experience across their IT estates. Learn more about how we deliver excellence for our customers and colleagues at DXC.com.

Your working environment

Our ‘people first’ mindset comes to life offering the ultimate in working flexibility. We take a virtual first approach and our teams are spread across multiple geographies delivering a broad range of customer projects, which means we can tailor working arrangements that work for our people.

No matter where you are located, you’ll never feel alone and will always be supported with our diverse range of employee interest and social support groups. Whatever your passion, you will be amongst friends – from #PetsofDXC to photography, cycling or cooking groups, or, we welcome you to make your mark and start your own group.

Our culture and benefits

DXC is committed to building better futures for our customers, colleagues, environment, and communities. We take care of each other and foster a culture of inclusion, belonging and corporate citizenship. We put this to action developing and implementing societal initiatives within our Social Impact Practice. #WeAreDXC #LI-Hybrid

As an employer of choice, our “people first” philosophy means we offer competitive remuneration, benefits, training, and career opportunities that reflect our commitment to improving the lives of our employees, and the communities in which we live and work.

We are an equal opportunity employer

DXC is proud to be an equal opportunity employer and we welcome submissions from people from all walks of life. We celebrate our diversity and recognise it is the unique contributions of our people that give us our edge. We stand by the ‘bring your whole-self to work’ philosophy. It is our inclusive culture that powers our results, and our company grows only if our people grow.

Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy. In addition, DXC Technology is committed to working with and providing reasonable accommodation to support qualified individuals with physical and mental disabilities.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.

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