Customer and Capability Specialist

{"description": " Introduction

At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it's our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people's lives. It takes empathy, precision, and a strong sense of partnership-and that's exactly what you'll find here. We're a team of fast-paced fixers, empathetic experts, and outcomes drivers - people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you'll play a vital role in helping businesses and individuals move forward with confidence. Here, you'll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you're here, you're part of something bigger. You're part of a team that shows up, stands together, and leads with purpose.

Overview

About the Role

The Customer & Capability Specialist position is responsible for directly monitoring, influencing and developing all claims staff to deliver a service experience for stakeholders in line with the GB Service Framework.

Your goal will be to ensure all customers receive the support and guidance they require for injured workers to recover and make a safe and sustainable return to work, through providing effective support to staff working in the claims and premium operations.

How you'll make an impact

You will add value to Gallagher Bassett across the following:

• Working directly with Branch Managers and Team Managers to develop a trusted relationship and build service capability within their teams
• Achieving aligned KPI's for claims staff's call evaluations per month, providing feedback on call quality the Team Manager for action
• Facilitating 1:1 coaching sessions post all completed call evaluations, with all staff
• Coaching and mentoring staff of all claims management topics to ensure understanding and on the job assistance with Workcover process and policy
• Ensuring the quality of feedback from call monitoring is clear, concise and constructive, influencing development and quality improvement
• Participating and providing support to learning and development through the Case Manager Training School
• Attending monthly Customer and Capability Specialist team meeting to proactively discuss trends, focus areas and action plans
• Provide monthly reporting back to the Branch Manager on each team for discussion in monthly operations meeting.
• Reviewing Injured Worker Survey team results for areas of focus and development within each team and provide support and development to address.
• Actively participating in the continual improvement and evolution of the GB Service Framework.

About you

We're interested in hearing from people who possess:

• The ability to influence others and coach/mentor teams
• Significant customer service experience
• Claims management and/or injury management experience
• Skills in interpreting data and building excel reporting
• Knowledge and experience of Victorian Workers Compensation insurance Scheme

If you live our values and demonstrate the people capabilities, we can offer you the following:

• Attractive remuneration packaging & flexible work arrangements including Work from Home
• Paid Parental Leave
• Excellent working environment - our team at GB is renowned for it's dedicated and approachable people as well as its friendly, flexible and inclusive 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 through both external and internal programs delivered by our own claims training experts
• Service recognition awards; and employee assistance program for yourself and immediate family members.
• A dedication to your wellbeing through our peer support program, corporate health insurance discounts and wellness programs
• Additional purchased leave, novated leases, and access to the Gallagher Rewards Program (including discounts/cash-back for hundreds of retailers!)
• \"Thank-You\" additional leave days and company-wide celebrations to reward your hard work and dedication!

To apply

If this sounds like the job for you, 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.", "salary_raw": "Row(double=None, string=None)"}