EL1 Assistant Director, Complaints and Feedback

at  Comcare

OVERVIEW OF THE TEAM

The Claims Complaints and Feedback team sits within the Claims Management Group, and is responsible for enhancing the experience of Comcare’s claims clients including employees, employers and other stakeholders.
The team develops methods to determine claims’ stakeholder experiences and identify projects to improve (including through user-centred design), including service recovery activities.

The Assistant Director, Complaints and Feedback manages a small team that has responsibility for:

• Undertaking complex complaint assessments and working with internal and external stakeholders to resolve complaints relating to claims management.
• Identifying systemic issues and where necessary working closely with business areas to assist them with solutions
• Regular provision of reporting aligned to complaints management
• Providing leadership to a small team, ensuring completion of work in a fast paced environment
• Identifying opportunities for continuous improvement in service delivery and assist with implementation of new proposals.
• Undertake and coordinate service recovery activities including undertaking service coaching of claims staff.
• Where required, assist to lead projects or initiatives undertaken within the Claims Client Experience team.