JOB DESCRIPTION:

Are you ready to be part of something truly innovative?
At DXC, we are thrilled to announce the launch of our new self-insurance business operation, and we are looking for talented individuals to join our growing team. This is a unique opportunity to help shape the future of our operations, as we build a customer-focused service team from the ground up. At DXC, we value collaboration, innovation, and diversity. By joining us, you’ll have the chance to contribute to projects that matter while growing your career in a dynamic and supportive environment.
If you’re ready to take the next step and make a real impact, we invite you to apply and help us build something amazing together!
As Customer Service and Complaints Specialist you will demonstrate a commitment to customer satisfaction with regards to internal and external customers in all activities, providing consistency in delivery.

REQUIRED SKILLS, EXPERIENCE AND QUALIFICATIONS

• Workers compensation experience – mandatory
• Relevant tertiary qualification in business or related discipline; or equivalent experience
• Experience analysing and interpreting statistical and performance-related data
• Sound understanding of crucial agent remuneration drivers
• A sound understanding of each role position and function within the claims environment and the associated performance expectations and requirements of these roles
• Commitment to the philosophy of a case management model of practice
• Computer skills: Outlook, intermediate knowledge of the Microsoft Office suite
• Complaint management and resolution outcomes
• Workers Compensation Insurance Policy, legislation and associated compliance issues
• Significant experience in claims management or in a statutory benefits system

Customer Service Support

• Respond to enquiries from injured workers, employers, and other stakeholders via phone, email, or written correspondence.
• Provide clear and accurate information about the workers’ compensation process, claim status, entitlements, and next steps.
• Assist with general claim-related administrative tasks, such as updating contact details or following up on documentation.
• Ensure all communication is professional, empathetic, and aligned with service standards.

Complaints Handling (Frontline)

• Receive and log complaints or concerns from customers.
• Attempt to resolve straightforward complaints or issues at first point of contact.
• Escalate more complex complaints or service issues to senior team members or managers when required.
• Maintain accurate records of complaints and interactions in internal systems.

Stakeholder Liaison

• Communicate with internal teams (e.g., claims officers, team leaders) to follow up on customer queries or complaints.
• Help coordinate responses and updates to customers by gathering the necessary information from relevant parties.
• Support the escalation process when needed, ensuring the customer is kept informed throughout.

Reporting and Feedback

• Assist in tracking complaint trends or common service issues for team reporting purposes.