At a Glance
- Tasks: Manage complex claims complaints and provide coaching to enhance client experience.
- Company: Join Comcare, a leader in claims management with a focus on client satisfaction.
- Benefits: Enjoy competitive pay, job security, and opportunities for professional growth.
- Other info: Dynamic team environment with a commitment to continuous improvement and accountability.
- Why this job: Make a real difference by improving client experiences and resolving important issues.
- Qualifications: Tertiary qualifications in relevant fields and experience in complaints management.
The predicted salary is between 82800 - 101200 $ per year.
The Client Experience (CCE) team sits within the Claims Management Group and supports the quality, integrity and client experience of Comcare’s claims management services. The Claims Client Experience and Support - Complaints unit is responsible for the management and resolution of claims-related complaints and for supporting capability uplift through call coaching, strengthening the quality, consistency and client experience of Comcare’s claims management services.
The unit receives, assesses, manages, resolves and responds to complaints relating to claims managed by the Claims Management Group. This includes complaints raised by employees, employers and other stakeholders in relation to the management of workers’ compensation claims. The unit works closely with internal stakeholders, including the Office of the Chief Executive Officer (CEO), to inform and support responses to CEO and Ministerial complaints, correspondence and enquiries relating to claims management, and to provide subject matter input to Ombudsman matters where required.
In addition to complaint management, the unit has a defined role in call coaching and service improvement, using insights from complaints and client feedback to support consistent, client centred practice and capability development across the Claims Management Group. The team contributes to organisational integrity and accountability by maintaining accurate complaint records, analysing complaint and feedback data, and providing insights that inform reporting, oversight and continuous improvement activities.
The Senior Client Experience Officer is responsible for the management of complex and sensitive claims related complaints. This includes undertaking assessment, investigation and resolution activities, preparing high quality written responses, and applying sound judgement and subject matter expertise to provide advice. In addition to its complaints management responsibilities, the role assesses call performance and engages directly with participants to provide targeted coaching aimed at strengthening capability.
Your key responsibilities will include, but are not limited to, the following:
- Contribute to the delivery of Comcare’s purpose, Corporate Plan, and the Claims Management Strategy and Operating Model through high quality complaints resolution, call coaching and continuous improvement activities.
- Manage complex and sensitive claims related complaints, including assessment, investigation, resolution and preparation of high quality, written responses.
- Applying consistent, proportionate and well-reasoned judgement.
- Select, assess and document call interactions and deliver scheduled coaching sessions to build staff capability and consistent, client centred practice.
- Use insights from data, complaints and client feedback to inform coaching priorities and service improvement.
- Provide specialist advice and subject matter expertise on claims related complaints to internal stakeholders to support informed decision making and quality outcomes.
- Accurately record, maintain and manage complaint information, decisions and actions in relevant systems, ensuring records and data are complete, reliable, timely and supported by appropriate evidence.
- Identify emerging risks and trends arising from complaints and feedback, contributing to reporting, insights and service improvement activities.
Desirable qualifications and experience include:
- Tertiary qualifications in a relevant field such as law, health, compensation, business or management.
- Competencies or certificates in user-centred design or service delivery.
- Experience with complaints management and resolution.
- Experience with call coaching and training.
- Experience with workers compensation or insurance schemes.
Eligibility and specific conditions of employment:
- Australian citizenship.
- Character clearance (Australian Criminal History Check).
- Employee health declaration.
- Six months probationary period for new engagements.
- Ability to obtain and maintain a Baseline security clearance.
Please review the Job Information Pack below and provide a statement of claims with your responses outlining what you could bring to this position including your skills, experience and knowledge relevant to the job specific capabilities and role approximately 1500 words (not exceeding two pages).
Please note: The vacancy closes at 11:59pm, Australian Eastern Daylight Time (Canberra, Melbourne, Sydney time). If you experience any issues with submitting your application, please contact recruitment@comcare.gov.au
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