Customer Feedback Officer

81069 Requisition #

Your Role

In the role of a Customer Feedback Officer you will 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 timeframes.

You will add value to Gallagher Bassett across the following:

  • Provide a high standard of professional and personalised customer service for the SA Business Unit, with a view to minimising complaints received and improve service outcomes
  • Liaise with internal and external stakeholders ensuring customer needs are met and ensuring full communication at all times
  • Build and maintain internal relationships with all key stakeholders with an emphasis on face to face support wherever possible
  • Act as the main point of contact ensuring all relevant internal and external stakeholders are kept fully informed at all times
  • Review and follow up all critical incidents ensuring they are managed within the critical incident guidelines escalating where appropriate
  • Action all media threats received, following up with relevant internal and external stakeholders to ensure risk is mitigated wherever possible
  • Provide reporting on complaint resolutions, media threats and critical incidents for management review
  • Register and acknowledge all complaints received and ensure completion within agreed timeframes, ensuring workflow is managed to maintain client service standards
  • Answer or redirect customer inquiries and take follow up action as required

We’re interested in hearing from people who possess:

  • Demonstrated experience in the resolution of customer complaints
  • Workers Compensation and / or Claims Management experience
  • Excellent communication and interpersonal skills
  • Strong attention to detail with proven ability to follow systems and processes to ensure compliance is met
  • Ability to interact empathetically

If you live our values and demonstrate the people capabilities, we can not only offer you great career opportunities, but on a day to day you will experience the following:

  • Staff benefits program with a wide range of discounts on offer
  • Flexible work hours
  • Staff referral incentive
  • Opportunities for ongoing education and development
  • Service recognition awards to celebrate your contribution to the company
  • Employee assistance program for yourself and your immediate family members
  • The opportunity to work for a company that gives back to the community through our Gentle Bear program

A brief overview on GB:

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.

Gallagher Bassett (GB) has six offices in Australia located in Northern Territory, Adelaide, Perth, Brisbane, Melbourne and Sydney, employing over 1000 staff.

GB values its employees and offers a friendly, comfortable working environment that facilitates a Work and Life Balance!

If this sounds interesting to you – we want to connect!

If you think you can make a positive difference to our business please apply – we want to hear from you today!!

Only people with the right to work in this country will be considered for this role.

Please Note:

Gallagher never extends an offer of employment or requests any personal identification information without having received an online application and conducted one or more in-person or video interviews. If you have received any communication referencing the offer of a job at Gallagher and you have not submitted an online application or been interviewed by a Gallagher employee, please do not assume that the offer is being sent from a legitimate Gallagher representative.

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