Customer Care Liaison at EML

Adelaide, South Australia, Australia -

Full Time

Start Date

Immediate

Expiry Date

05 Apr, 26

Salary

0.0

Posted On

05 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Complaints Management, Workers Compensation, Negotiation, Problem Solving, Attention to Detail, Resilience, Customer Engagement, Conflict Mediation, Regulatory Compliance, Team Collaboration, Initiative, Stakeholder Management, Continuous Improvement, Customer Service, Governance, Claims Management

Industry

Insurance

Description

EML is a leading Workers Compensation and Personal Injury Claims Management business. Our goal is to help people get their lives back through ongoing support during their return-to-work journey. We continue to experience ongoing growth and now have over 4,000 dedicated employees. We foster a learning culture that allows for us to continually invest in our employees ensuring a long-term career here at EML. THE OPPORTUNITY As part of our diverse team based in Adelaide, you will help make a positive impact on someone’s life every day. You will feel great satisfaction knowing your talent and hard work has a purpose. As a Customer Care Liaison, you will underpin the sustainability and growth of EML through the continuous improvement of customer service while providing effective and sustainable resolutions of stakeholder complaints. You will be an advocate of best practice claims management to improve client engagement and minimise adverse interactions. This will be a full time, permanent position based in our Adelaide office, with flexibility to work from home up to two days a week once fully trained. YOUR RESPONSIBILITIES Collate, monitor and effectively respond to complaints from stakeholders, including the State Ombudsman and ReturnToWorkSA while to a high standard Assist Management with continuous reviews of customer experience practices and processes to ensure high quality customer engagement and service Work effectively as a member of a team and actively demonstrate the EML values and culture on a consistent basis Comply with regulatory and governance requirements by keeping abreast of relevant governance, regulatory and legal obligations. ABOUT YOU 2 years’ experience in a complaints management position or experience within the workers compensation space in a claims management role. Ability to make fair and impartial recommendations with strong resilience skills to handle difficult situations. Displays innovative skills through taking initiative and solving problems with an attention for accuracy and a great eye for detail. Skilled negotiator and problem solver with the ability to mediate conflict and balance competing demands effectively WHAT WE OFFER We stand together as equals. EML is an equal opportunity employer so by coming to work for us, you will be part of a culture that celebrates diversity and inclusion. We are committed to maintaining a workplace where everyone feels valued and where we show respect, integrity and honesty. EML provides career opportunities and great employee benefits, including: A diverse and collaborative team culture like no other Flexibility to work from home to support work/life balance A corporate wellbeing program with discounted health insurance and gym membership Generous discounts from over 350 retailers through our RewardsHub program Comprehensive learning and development opportunities to help you reach your full potential Access to support and counselling services with work or personal matters, through our Employee Assistance Program Companywide events to stay connected and celebrate success Entitlement to annual company incentive scheme + salary reviews Up to 16 weeks paid parental leave, plus super We value our people and are committed to supporting our employees by investing in their professional development and providing generous employee benefits. If this position is of interest to you, please apply now. About Us There’s huge satisfaction from knowing that your talent and hard work has a purpose. You will be making a difference that counts. Our people care about making a difference. We are looking for people who share our commitment to positive change. Once we have found you, we pull out all the stops to keep you. The focus and support we provide for career development are one of the reasons we have such a vibrant, engaged, and talented team. You will not be forgotten here. Your career at EML will be full of opportunities to gain new skills, work, grow and succeed with us.

Responsibilities

As a Customer Care Liaison, you will respond to complaints from stakeholders and assist management in reviewing customer experience practices. You will also advocate for best practices in claims management to enhance client engagement.