Connecting...

Job Details

Location
Sydney
Salary
$110k-$115k package - 12 month FTC
Job Type
Contract
Ref
BH-169635
Contact
Rupinder Kandola
Posted
16 days ago
Responsibilities:

The Customer Relations Specialist, Personal Injury CTP NSW requires you to:
  • Provide exceptional customer service by effectively managing, investigating and resolving disputes fairly and reasonably across complex CTP NSW portfolio.
  • Have a good understanding of the complaint handling and Internal review processes.
  • support the leader in ensuring adherence by team members.
  • Work collaboratively with stakeholders to agree an appropriate resolution.
  • Provide feedback and/or training across the business to ensure customer pain points identified through customer complaints are fixed to improve the overall customer experience.
  • Mentor, coach, develop and provide technical support to the team and to support the Leader.
  • Work closely with the leadership team in particular the Continuous Improvement Advisor to train, develop and support key business stakeholders to help improve understanding and insight on key pain points in the business.
  • Manage complaints, placing the customer at the forefront to achieve a successful resolution.
  • Communicate with customers in writing or verbally in complaints resolution using privacy principles, code compliance, legal and company standards.
  • Undertake quality assurance reviews for delegated Customer Relations Specialists across service and technical dimensions to ensure the team meets quality audit requirements and benchmarks on a consistent basis for all written reviews.
 
The successful will have:
  • Undergraduate Degree in Law, business or similar discipline Desired.
  • Dispute Resolution (DR), Negotiation or mediation studies highly regarded Desired Experience.
  • Minimum 3-5 years’ experience in the CTP industry Essential.
  • Knowledge of the financial services industry particularly CTP_NSW along with relevant legislation Essential.
  • Minimum 3-5 years’ experience Dispute Resolution body or a legal firm Desirable.
  • Minimum 12 months in Dispute Resolution role Desirable.
For further information on this role or to confidentially apply, please contact Rupinder Kandola on 02 8227 9200 or apply directly via the Apply for this job button. Only WORD FORMAT resumes will be accepted.