The Service Improvement and Complaints branch is charged with the responsibility for reviewing and, where necessary, intervening in matters related to complex complaints about the management of injured workers claims.
The Specialist will provide best practice advice through supporting and coaching the team and Agents on complaints handling practices, including managing unreasonable complainant conduct, and driving service improvement initiatives.
This position provides the opportunity to drive people centred service improvements along with building strong internal and external relationships. In addition you will be able to contribute to the growth and development of the wider team along with opportunities for your own development and career growth.
- $137,963.00 per annum + 12% superannuation
- Full Time, ongoing opportunity
- Wadawurrung Country / Geelong based (hybrid working model – 3 days per week in office)
This role is based in Geelong CBD, however hybrid working arrangements between our Melbourne and Geelong offices will be considered upon progression of application.
About the opportunity
The Service Improvement and Complaints branch is charged with the responsibility for reviewing and, where necessary, intervening in matters related to complex complaints about the management of injured workers claims.
The Specialist will provide best practice advice through supporting and coaching the team and Agents on complaints handling practices, including managing unreasonable complainant conduct, and driving service improvement initiatives.
In addition the Specialist's expertise in complaints handling and investigation will be used to provide advice to the Manager Service Improvement & Complaints, and lead the resolution of complex and sensitive complaints.
Key Responsibilities
- Support a team of technical experts and develop the team's capability to ensure complaints are effectively managed, including conducting file reviews/audits and providing real-time constructive feedback and coaching.
- Provide advice in policy development and improvements of policy and procedures for the handling of complaints in relations to workers' compensation claims and lead implementation of process change in the Service Review team.
- As a recognised industry expert in relation to complaints management, provide detailed expert advice, training and education to internal and external stakeholders about complaints handling.
- Participate in all governance committees supporting the Manager, Service Improvement and Complaints as required to present on current complaints trends and best practice in relation to the management of complaints.
- Continually refine and drive initiatives focusing on improving the quality of Agent service and decision making as a result of trends in complaints. Analyse trends, identify potential risks and recommend, develop and implement strategies to mitigate the risks.
- Act as the lead technical expert and champion for complaints management systems and processes and be responsible for the management and improvement of related workflows.
About you
You will have a strong ability to work autonomously along with experience in supporting and managing change.
Your strengths will also include your written and verbal communication skills and the ability to engage with and influence both internal and external stakeholders. You will also be skilled in delivering feedback and coaching others.
Additionally, you will possess the following skills and experience:
- Significant experience in complaints management and complaint investigations
- Demonstrated knowledge of best practice relating to complaints management, including how to manage unreasonable complainant conduct
- Proven ability to identify service failings/administrative errors and create methods for resolution
- Demonstrated ability to liaise in a professional manner with a range of internal and external clients/stakeholders
- Demonstrated ability to work as
part of a team, and to coach and mentor
- High-level judgment in identifying and managing the resolution of issues of strategic impact and importance
Qualifications
- Tertiary Legal qualifications and/or significant experience in a complaints management and investigations role
- Previous experience in an industry or public sector Ombudsman role would be highly regarded
To ensure a fair and open recruitment process, we request that you complete all parts of the process without using AI tools. We want to understand your professional skills, experience and capabilities independent of an AI view.