About the Role

The Customer Feedback Officer is 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 will deliver a high standard of customer service to all customers whilst driving the resolution of customer complaints, adhering to strict WorkSafe guidelines.

Responsibilities

Your responsibilities will include:

• 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

Qualifications

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

To apply

Be engaged with a high performing and agile team backed by a positive culture. If this sounds like your future career, then we want to hear from you today! Click on Apply for this Job.

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.