Overview

Job Description:
About Xchanging

Xchanging has been specialising in workers’ compensation claims management for over 16 years and we have an impressive track record of excellence in service delivery and innovation. We aim to return people to work and health as quickly and effectively as possible.

By providing the right services at the right time, Xchanging gives employers the confidence they comply with legal and regulatory requirements, and injured workers the confidence they are being well cared for.

Xchanging is part of the DXC Technology group of companies, the world’s leading independent, end-to-end next-generation IT services company. DXC employs 155,000 staff globally, of which over 5,000 are insurance practitioners. We work with our customers to build a culture of performance with integrity.

About the Role

The Customer Service Specialist’s role sits within the Xchanging Service Team and provides support to the business by providing support and coaching to improve our overall customer experience. The Customer Service Specialist undertakes activities such as customer service coaching of staff, service recovery post customer feedback, complaints management and assists in the development of Xchanging staff.

About You

You have exemplary customer service, negotiation and influencing skills and use these to effectively coach team members including senior staff.

Your communication skills both written and verbal are outstanding and compliment your planning and project management skills.

You’re a natural problem solver and have the ability to make decisions quickly taking into consideration attention to detail and stakeholder preferences.

You demonstrate leadership, resilience and perseverance striving for the best outcomes for customers. You identify opportunities for continuous improvement and thrive on driving initiatives to deliver outcomes.

Experience and Knowledge:
Experience coaching
Complaint management/resolution
Workers compensation experience or insurance industry experience (preferred)
Knowledge and experience of customer service with the Victorian Workers Compensation scheme (advantage)
Intermediate to advanced computer skills required including Microsoft Office and Outlook

If you meet the requirements of the role, please apply now.

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