Customer Service Analyst

at  Gallagher

About Us:
Join our growing team of dedicated professionals at Gallagher Bassett, who guide those in need to the best possible outcomes for their health and wellbeing. You’ll be part of a resilient team that works together to redefine the boundaries of excellence. At our organization, we value collaboration and making a positive impact in the lives of our clients and claimants, offering you the opportunity to join a team where your skills and dedication can truly make a difference. GUIDE. GUARD. GO BEYOND.
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:

• Grow with GB! Industry leader in providing career development opportunities
• Flexible and hybrid working arrangements including Work from Home
• Something for everyone - range of employee benefits, discounts and wellbeing programs

ABOUT THE ROLE

The responsibility of the Customer Service Analyst is to ensure our Workers compensation team can consistently deliver high-quality customer service. This involves managing business telephony systems, analyzing complaints data, and designing and implementing processes, reports, and guidelines to assist the claims teams and the wider business in improving service outcomes.
This position is full time and permanent role and offers hybrid and flexible working options to work both from our Melbourne CBD Office and work from Home. We’re looking for a passionate customer service expert, with previous working history and experience in call center and/or insurance environments and in collaborative implementation of telephony systems.
Responsibilities:

YOUR RESPONSIBILITIES WILL INCLUDE:

• Leading the way in delivering a high standard of professional and personalised customer service for the Victorian Business Unit, with a view to improve business performance in regard to telephony and phone call management
• Assisting in the development, design, and implementation of telephony platform, and act as the subject matter expert for telephony issue
• Providing support and assistance with reporting and other service-based initiatives
• Analyzing call data, trends and patterns to design and provide reporting on telephone performance including call volumes and phone line availability
• Recommending service-based initiatives to improve service results
• Analysing customer feedback and report findings to Service Improvement and Complaints Manager
• Providing training and coaching related to role specific skill gaps and/or complaint management
• Where required, assisting with the management of critical incidents and complex complaints including media threats, Ombudsman Victoria, and Ministerial complaints
  Qualifications: