Customer and Capability Specialist

at  Gallagher

Introduction:
Welcome to Gallagher – a global leader in insurance, risk management, and consulting services. With a growing team of more than 45,000 professionals worldwide, we empower businesses, communities, and individuals to thrive. At Gallagher, you can build a career whether it’s with our brokerage division, our benefits and HR consulting division, or our corporate team. Experience The Gallagher Way, a culture fueled by shared values and a collective passion for excellence. Join one of our dynamic teams, where you’ll play a pivotal role in shaping Gallagher’s future and unlocking unparalleled opportunities for both clients and yourself.
We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply.
Overview:
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 Gallagher Bassett 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 the claims and premium operations.
How you’ll make an impact:

• 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: