Description:
We have an opportunity for a person who is passionate about the customer experience to join our dedicated and hardworking team. Utilising your initiative and problem solving skills to resolve service recovery opportunities, as a Service Review Officer you will also assist our claims teams to provide exceptional service delivery.
You’ll be responsible for:
- Managing the end to end complaints process within specified timelines and quality, ensuring this is in line with internal procedures via reviews, report analysis and coaching
- Reviewing and monitoring the complaints process performance, including identification of trends and implementation of initiatives to drive improvement
- Maintaining and reviewing ongoing compliance and service delivery requirements to our customers
- Liaising with appropriate Regulatory/Statutory authorities
To be successful in this role you’ll have:
- At least 12 months experience working in the Workers Compensation scheme in Victoria
- Proactively use their initiative to contribute to the success of the team
- Strong customer service and interpersonal skills
- Excellent written and verbal communication skills
- Sterling conflict resolution skills
- Excellent time management skills and the ability to multitask and prioritise effectively
- A passion and demonstrated track record of identifying and implementing continuous improvement initiatives
- Sound decision making and attention to detail when reviewing claims notes, reports and data