Service Review Officer | VIC - Melbourne

Job reference number: ALL/ALL/1414705

When you work at Allianz, you're part of a strong global insurer, helping to protect over 3 million Australians. We value diverse thinking, so your ideas and innovative mindset will be warmly welcomed. You'll experience a friendly environment working with talented people, where you'll be included and have your capabilities recognised. And you'll be supported to reach your full potential and enjoy an enriching career.

We have an opportunity for a person who is passionate about the customer experience to join our dedicated and hardworking team. Utilising your initiative and problem solving skills to resolve service recovery opportunities, as a Service Review Officer you will also assist our claims teams to provide exceptional service delivery.

You'll be responsible for:

  • Managing the end to end complaints process within specified timelines and quality, ensuring this is in line with internal procedures via reviews, report analysis and coaching
  • Providing call coaching to frontline staff
  • Reviewing and monitoring the complaints process performance, including identification of trends and implementation of initiatives to drive improvement
  • Maintaining and reviewing ongoing compliance and service delivery requirements to our customers
  • Liaising with appropriate Regulatory/Statutory authorities

To be successful in this role you'll have:

  • At least 12 months experience working in the Workers Compensation scheme in Victoria
  • Proactively use their initiative to contribute to the success of the team
  • Strong customer service and interpersonal skills
  • Excellent written and verbal communication skills
  • Sterling conflict resolution skills
  • Excellent time management skills and the ability to multitask and prioritise effectively
  • A passion and demonstrated track record of identifying and implementing continuous improvement initiatives
  • Sound decision making and attention to detail when reviewing claims notes, reports and data

The Allianz career difference

As part of our team you'll experience outstanding training with great coaching and learning opportunities. Our culture is inclusive with plenty of team-building and regular events. At Allianz you'll receive discounts on our products and services and a range of financial incentives. We also value the health and well-being of every individual. Some of our lifestyle benefits include flexible working arrangements

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