Service Improvement and Complaints Manager

{"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

Our Service Improvement and Complaints Manager position is an exciting opportunity which is aligned to the Service Branch of our Workers Compensation team. This role was created to ensure improved internal and external stakeholder satisfaction is achieved and operational service expectations are managed consistently and in the best interest of customer & scheme.

The role will oversee the customer feedback team and our Customer Service Analyst, and work closely with the Customer Experience Manager, Service Performance Manager and Customer and Capability Specialists to continuously improve service for our customers through improved operational processes.

You will use your innovative thinking skills and strategic service improvement mindset to make a meaningful impact and drive positive resolutions within our complaints handling service for injured workers and employers, as well as working alongside internal stakeholders to improve business efficiency.

How you'll make an impact

Responsibilities

• Supporting a continuous improvement focus on VIC Workers Compensation proactive intervention and innovative claims handling
• Being the subject matter expert for customer feedback and quality assurance and providing effective coaching and feedback to staff on people, scheme, technical and performance/service-related matters
• Analysing current and future industry trends and working with claims teams to address opportunities for continuous improvement
• Supporting the customer feedback team with service responses, primarily for Ministerial, Ombudsman, Media and any other reputational complaints
• Supporting the Customer Experience Manager to deliver our service strategy/plan
• Conducting thorough and in-depth reviews of various business areas in order to provide recommendations to the business for promoting best practice claims management
• Supporting productivity improvement outcomes and initiatives
• Working collaboratively with internal stakeholders to ensure embedment of a service culture with a particular focus on service recovery and a \"customer first\" approach
• Analysing identified target areas to assess trends and recommend remedial action to resolve issues, ensuring strategies are implemented and the desired outcomes (strategic and Performance Measure related KPIs) are achieved

About you

About you

We are looking for an engaging, innovative and forward-thinking Customer Service Leader who also has:

• Extensive Customer Service, QDM and Workers Compensation Experience
• Knowledge and understanding of all relevant legislative acts that support WSV and associated regulations and statutory rules.
• An innovative disposition with a critical-thinking mindset towards service improvement
• Leadership and people management skills and experience
• Ability to influence stakeholders, and coaching/mentoring skills
• Understanding of Genesys Cloud and Daisee platforms preferable, but not mandatory

What we can offer you

• Attractive remuneration packaging and hybrid work arrangements including Work from Home
• Paid Leave: Generous Paid Parental Leave and reproductive leave to support your family needs
• Supportive Environment: A friendly, flexible, and inclusive working environment with great team support and rewarding opportunities
• Career Growth: Exciting career advancement prospects as our company continues to grow
• Ongoing Education: Continuous education and development opportunities through external and internal programs
• Recognition and Support: Service recognition awards and employee assistance programs for you and your immediate family members
• Wellbeing Focus: A commitment to your wellbeing through our peer support program, corporate health insurance discounts, and wellness programs
• Additional Benefits: Access to additional purchased leave, novated leases, and the Gallagher Rewards Program, which includes discounts and cash-back offers from hundreds of retailers.
• Birthday Club: Enjoy a day off during your birthday month on GB

To Apply:

Does this sound like the perfect job for you? We want to hear from you today! Click on \"Apply for this Job\" to join our team.

Eligibility: To be considered for this opportunity, you must have the right to live and work in Australia.

Equal Opportunity Employer: Gallagher Bassett is an Equal Opportunity Employer and encourages Indigenous Australian applicants to apply. As a member of the Diversity Council Australia, we embrace diversity in the workplace and will make reasonable accommodations for known physical or mental limitations of an otherwise qualified applicant with a disability, unless it imposes an undue hardship on our business operations.", "salary_raw": "Row(double=None, string=None)"}