Our client, a Leading NSW Government Department are seeking a Complaints Resolution Specialist to join their team in Parramatta.
The initial contract will be until April 2021 with potential for an extension past this point.
Primary purpose of the role: Receive, respond and effectively resolve or escalate complaints raised by customers. Develop and implement opportunities to continually improve and enhance complaints resolution services to customers. Make contributions to the development of specific business requirements of the Personal Injury Complaints team and Customer Relations and assist to achieve improved scheme results.
Process, investigate and resolve a range of complaints, including complex and sensitive complaints pertaining to claims.
Deliver accurate, timely, empathetic and efficient end-to-end resolution of customer complaints and act as a role model for other complaints staff.
Provide clear and consistent guidance to stakeholders by recommending solutions to enable resolution of complaints.
Make judgements and decisions on when to advise management in relation to emerging issues detected during dealings with scheme agents and providers.
Coach and mentor peers and other internal stakeholders to achieve positive customer outcomes.
Liaise with internal stakeholders and scheme agents to identify opportunities for improvement in complaints handling and to ensure that there is alignment across each of the levels of response.
Identify potential system failures in scheme agents’ service delivery and proactively recommend solutions to assist with resolution.
Assist to de-escalate customers who make repeat complaints or exhibit complex behaviour by devising and implementing individualised strategies, together with scheme agents, other complaints teams and stakeholders.
Support the wider Complaints team to embed strategies to improve customer complaints resolution and ensure the integration of these strategies into the procedures and systems applied by the team.
Extensive understanding of the NSW workers compensation insurance industry.
Current knowledge of NSW workers compensation legislation and relevant guidelines including legislative amendments.
Applied complaints and claims management knowledge.
Ability to work in a high-volume call-based environment within tight timeframes.
Demonstrated empathy and resilience.
For further information please apply directly via the Apply for this Job button.
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