Customer Support Specialist
About the Role
The role of a Case Manager in our Critical Support Team is crucial in helping vulnerable customers rebuild their lives. You will work closely with our most vulnerable customers who have sustained critical injuries and families who have lost loved ones due to a motor vehicle crash.
Main Responsibilities:
* To build effective working relationships with injured customers, family members, legal providers, and medical professionals to drive successful outcomes.
* Maintain high customer service standards and effective relationships with key stakeholders.
* Focusing on strategic collaboration and case management to maximise return to health and work outcomes for customers.
* Tailoring communication skills to suit client interactions, matching voice tone, pace, and style appropriately.
* Assessing and managing injury needs, handling correspondence regarding CTP benefits, treatment, rehabilitation, and interpreting medical reports.
* Providing timely and effective responses to customer needs and ensuring accurate processing of claims.
About You
We are looking for an individual with experience in a comparable industry, such as disability support, case management, social services, or critical incident response. Strong drive and interest in leveraging your customer-focused experience to grow a career in case management is essential. You should be known for your empathetic style and customer-focused approach, allowing you to 'walk beside our customers.' Additionally, you should have solid problem-solving and relationship-building abilities, with high attention to detail, excellent time management skills, and adaptability to changes. The ability to interpret and analyse complex information, extract meaningful insights, and evaluate options for decision-making is also required.