About Us
We are a leading provider of Workers Compensation and Personal Injury Claims Management services. Our goal is to help people get their lives back through ongoing support during their return-to-work journey. We continue to experience ongoing growth and now have over 4,000 dedicated employees. We foster a learning culture that allows for us to continually invest in our employees ensuring a long-term career.
Our Team
As part of our diverse team based in Melbourne, you will help make a positive impact on someone's life every day. You will feel great satisfaction knowing your talent and hard work has a purpose.
The Role
This role is focused on facilitating the continuous improvement of the services and communication we deliver to our internal and external stakeholders. This position operates in a high-pressure environment that focuses on enhancing the customer experience, and the pro-active management and reduction of complaints.
Your Responsibilities
* Work collaboratively with Case Managers to prepare and implement strategies regularly within timeframes to achieve the optimum outcome and minimisation of claim costs.
* Engage, educate and maintain standards to develop a client service culture as well as the resolution and minimisation of complaints
* Support the management of any identified claims to ensure EML interactions are at the highest quality.
* Execution of Client Service Plan initiatives in accordance with agreed program
* Assist with the structured development of Case Managers to deliver enhancements in customer service
* Active management of complaints in accordance with relevant legislation and guidelines
* Facilitate and maintain an effective corporate approach to the management and resolution of complaints
About You
* Experience holding a similar or case management/specialist role within Workers Compensation mandatory
* Experience in the coaching and development of front-line staff
* Excellent interpersonal, written and customer service skills
* Strong negotiation, mediation and problem-solving skills
* Knowledge of external dispute resolution processes, legislation and codes of practice
* Ability to deal with conflicting demands ensuring key priorities and deadlines are met through effective time management
* Relevant experience in the investigation of complex complaints and drafting high-level responses (desired but not essential)
What We Offer
* A vibrant, collaborative innovative team culture
* Flexibility with opportunity to WFH when you are fully trained in your role
* A corporate wellbeing program with discounted health insurance and gym membership
* Access to discounts at over 350 retailers through our Rewards Hub program
* Entitlement to an annual tenure and performance-based recognition reward
* Comprehensive learning and development support
* Companywide events to celebrate success
* Quarterly Reward and Recognition Awards
* Up to 16 weeks paid parental leave, plus super
We value our people and are committed to supporting our employees by investing in their professional development and providing generous employee benefits.