Customer and Capability Specialist

Title: Customer and Capability Specialist

Location: Melbourne Australia

Job Description:

Introduction
 

At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here. We’re a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence. Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose.

Overview
 

The Customer & Capability Specialist position is responsible for directly monitoring, influencing and developing all claims staff to deliver a service experience for stakeholders in line with the GB Service Framework.

Your goal will be to ensure all customers receive the support and guidance they require for injured workers to recover and make a safe and sustainable return to work, through providing effective support to staff working in the claims and premium operations.

How you'll make an impact
 

• Working directly with Branch Managers and Team Managers to develop a trusted relationship and build service capability within their teams
• Achieving aligned KPI’s for claims staff’s call evaluations per month, providing feedback on call quality the Team Manager for action
• Facilitating 1:1 coaching sessions post all completed call evaluations, with all staff
• Coaching and mentoring staff of all claims management topics to ensure understanding and on the job assistance with Workcover process and policy
• Ensuring the quality of feedback from call monitoring is clear, concise and constructive, influencing development and quality improvement
• Participating and providing support to learning and development through the Case Manager Training School
• Attending monthly Customer and Capability Specialist team meeting to proactively discuss trends, focus areas and action plans
• Provide monthly reporting back to the Branch Manager on each team for discussion in monthly operations meeting.
• Reviewing Injured Worker Survey team results for areas of focus and development within each team and provide support and development to address.
• Actively participating in the continual improvement and evolution of the GB Service Framework.

About you
 

• The ability to influence others and coach/mentor teams
• Significant customer service experience
• Claims management and/or injury management experience
• Skills in interpreting data and building excel reporting
• Knowledge and experience of Victorian Workers Compensation insurance Scheme

What we can offer you

• Attractive remuneration packaging & hybrid work arrangements including Work from Home

• Monthly RDO (Rostered Day Off) after the completion of your probationary period

• Paid Parental Leave to support your family life

• Reproductive leave

• A friendly, collaborative and supportive working environment

• Opportunities for ongoing education and development, as well as career progression

• Corporate health insurances discounts, wellness programs and additional leave options

• Discounts and cash-back offers from hundreds of retailers

• Birthday leave - take a day off during your birthday month as a gift from GB!