Hospitality, Travel & Tourism
Source:
uWorkin
JOB DESCRIPTION
Introduction
Join our growing team of dedicated professionals at Gallagher Bassett, who guide those in need to the best possible outcomes for their health and wellbeing. You'll be part of a resilient team that works together to redefine the boundaries of excellence. At our organization, we value collaboration and making a positive impact in the lives of our clients and claimants, offering you the opportunity to join a team where your skills and dedication can truly make a difference. GUIDE. GUARD. GO BEYOND.
We believe that every candidate brings something special to the table, including you! So, even if you feel that you're close but not an exact match, we encourage you to apply.
Overview
Join a Global Company offering career progression and Work-Life Balance
Be part of a high performing, passionate Customer Service Team
Something for everyone - range of employee benefits, discounts and wellbeing programs
Introduction
Join our growing team of dedicated professionals at Gallagher Bassett, who guide those in need to the best possible outcomes for their health and wellbeing. You'll be part of a resilient team that works together to redefine the boundaries of excellence. At our organization, we value collaboration and making a positive impact in the lives of our clients and claimants, offering you the opportunity to join a team where your skills and dedication can truly make a difference. GUIDE. GUARD. GO BEYOND.
We believe that every candidate brings something special to the table, including you! So, even if you feel that you're close but not an exact match, we encourage you to apply.
Overview
Join a Global Company offering career progression and Work-Life Balance
Be part of a high performing, passionate Customer Service Team
Something for everyone - range of employee benefits, discounts and wellbeing programs
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 timeframes.
You will deliver a high standard of customer service to all customers whilst driving the resolution of customer complaints, adhering to industry Customer Service Frameworks and requirements.
How you'll make an impact
You will add value to Gallagher Bassett across the following:
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
About you
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
What we can offer you:
Attractive remuneration packaging & flexible work arrangements – including WFH
Paid Parental Leave
Excellent Working Environment – friendly, flexible and supportive working environment which is built around great team support and rewarding opportunities;
Exciting career – as our Company grows, so do the opportunities for our people;
Opportunities for ongoing education and development;
Service and performance recognition awards; and employee assistance program for yourself and immediate family members
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.
Compensation and benefits
On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.
Below are the minimum core benefits you'll get, depending on your job level these benefits may improve:
4 weeks annual leave plus up to 2 weeks additional purchased Lifestyle Leave
Novated Leasing opportunities
Two paid volunteer days annually
Health Insurance Discounts with our Group Insurance Plan
Employee Stock Purchase Program
Paid parental leave
Other benefits include:
Flexible and hybrid work arrangements
Mental Health and Wellbeing Support for yourself and immediate family members
Employee Recognition Awards and Service Milestone Recognitions
Peer Support Program
Annual flu vaccinations
Access to Reward Gateway – discount offers at over 350 retailers!
And more...
We value inclusion and diversity
Inclusion and diversity (I&D) is a core part of our business, and it's embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.
Gallagher embraces our employees' diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.
Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as "protected characteristics") by applicable federal, state, or local laws.
Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.
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