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Apply now Job no: 640475
Work type: Permanent Full Time
Location: Sydney - Inner Suburbs & CBD
Categories: Insurance, Strategy, Corporate & Professional Services, Wealth, Advice, Super, Investment, Life Risk, First Line Leader, Pay Band 5


Leader, Workers Compensation Customer Relations

  • Sydney based
  • Flexibility to work from home

The Role

We are currently looking for a Leader to join our Workers Compensation Customer Relations team who continuously work on improving the quality of our customers’ experiences, partnering with our colleagues to actively respond to customer complaints (incl. disputes) and using their feedback to turn negative customer experiences into positive ones and advocate for our customers to fix pain points.

Key Accountabilities:

  • Lead and manage a team of Customer Relations Specialists (CRS) and Senior Customer Relations Specialists who provide exceptional customer service by effectively managing, investigating and resolving complaints and internal reviews in a fair and reasonable manner across the Workers Compensation (NSW) portfolio
  • Assist in interpreting Workers Compensation legislation and apply them to decisions on liability and work capacity
  • Have an understanding of the Workers Compensation Act 1987 (NSW) and the Workplace Injury Management and Workers Compensation Act 1998 (NSW)
  • Develop and coach team members to ensure that all decisions are made with the aim of timely resolution of customer complaints
  • Ensure that the team adhere to regulatory requirements and achieves performance and quality results in line with set goals and targets
  • Actively engage with stakeholders to share insights and actions necessary to improve the complaints resolution process
  • Elevate the customer in all complaint decisions to improve the customer experience

Skills & Experience: 

  • Substantial experience in Workers Compensation or dispute resolution
  • Demonstrated experience in leadership/management roles
  • Outstanding written and verbal communication skills
  • Strong negotiation and influencing skills

What Suncorp can offer you

  • High potential career development opportunities at an ASX top 20 company on the move
  • A professional, supportive and friendly culture
  • Employer of choice for gender equality 

Download File Leader Workers Compensation Customer Relations - Stephen T.docx

If this sounds like you, apply online today. For further information contact Suzie Singh on (02) 8121 3249.

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Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time

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