Customer Service Specialist

📁
Claims
📅
55849 Requisition #
Share this Job
  • Advance your career in the Work Cover and Personal Injury Management insurance industry
  • Discover a multitude of opportunities for your career development and progression
  • Join a dynamic global organisation, with over 27,000 people worldwide in over 140 countries
Gallagher Bassett (GB) 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 organisations.
 
We are proud to be one of 135 companies from 23 countries and representing 57 industry categories, named on the Ethisphere Institute’s 2019 World’s Most Ethical Companies list for the eighth consecutive year.
 
At GB, we have a proven track record of building strong partnerships, helping our clients to improve return to work performance and helping injured workers to return to work and to life.

The position

The team at GB is currently looking for a Business Line Coach to join our office located in the heart of Melbourne’s CBD. This is a permanent, full time position working in our Worker’s Compensation Customer Service Team.
As a Business Line coach, your responsibilities will include but won't be limited to:
  • Developing, mentoring and empowering all claims staff to deliver a service experience to all stakeholders in line with the GB Service Framework
  • Providing ‘on the-job’ customer service, technical and operational training and coaching for new and existing staff in relation to how to holistically mange claims to outcomes and appropriate strategies
  • Working together with the Talent Development team to identify gaps in staff knowledge/skills, & develop necessary programs or coaching solutions to meet the needs of individual staff
  • Keeping abreast of regulatory and legislative changes, updates to procedures and technology and ensuring the delivery of relevant information to the Operations Teams
  • Maintaining a high level of product knowledge pertinent to WorkSafe Victoria
  • Acting as a mentor and coach to new recruits
  • Understanding Operational systems, processes and procedures to ensure staff queries can be addressed and communicated effectively
  • Supporting the business unit in relation to championing and implementing changes.
  • In liaison with the relevant leadership, ensuring that capability gaps are discovered, addressed and monitored to the required standard of performance;
  • Ensuring that Processes and Procedures are updated and communicated accordingly
  • Preparing reports and details of coaching delivered and the development status of staff
  • Being available as a contact point for high risk customers and engage in service recovery planning and action
  • Assisting your aligned teams with making contact with their stakeholders to ensure call establishment and competency
  • Actively participating in the continual improvement and evolution of the GB Service Framework
  • Demonstrating the GB Service Framework consistently, both internally and externally
  • Developing and monitor service lead indicator reporting and performance
What is GB looking for?
  • High level of Customer Service experience
  • Claims Management experience (preferably within Worker’s Compensation or Personal Injury Industry)
  • Demonstrated ability to influence others and effectively lead teams
  • Ability to interpret data and build excel reporting
  • Tertiary qualification within the field of business will be held in high regard
What can GB offer you?
  • Staff benefits program with a wide range of discounts on offer
  • Flexible work hours
  • Staff referral incentive bonus
  • Opportunities for ongoing education and development
  • Service recognition awards to recognise your input to the organisation
  • Employee assistance program for yourself and your immediate family members
  • Personal touches like weekly fruit bowls and birthday celebrations
  • The opportunity to work for an organisation that gives back to the community through our Gentle Bear program

To apply

Do you think you can make an impact to our business? We want to hear from you today, click on Apply for this Job.
 
GB is an Equal Opportunity Employer and as a member of the Diversity Council Australia, we recognize the importance of, and embrace diversity in the workplace.
 
You will need to have the right to be employed and live in this country to be eligible for employment with Gallagher Bassett Services.
 

Agency applicants will not be considered for this position.

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