Customer Feedback Officer

IntroductionAt 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. OverviewAbout the Role The Customer Feedback Officer is responsible for ensuring high quality customer service through the management of media threats, critical incidents and managing the resolution of customer complaints, within given timescales.You will deliver a high standard of customer service to all customers whilst driving the resolution of customer complaints, adhering to strict WorkSafe guidelines. How you'll make an impactYour responsibilities will include:Providing a high standard of professional and personalised customer service for the Victorian Business Unit, with a view to minimise complaints received and improve service outcomesRegistering and acknowledging all complaints received & ensuring they are resolved within agreed timeframes, ensuring the needs of the customer are considered by our people in every interaction we have with themDelivering high quality customer service towards all parties involved in the claims and premium management process within acceptable timeframesListening to, and always understanding the customer point of view during the feedback and complaints processReviewing and following up all critical incidents, ensuring they are managed within the critical incident guidelines and escalating where appropriateActioning all media threats received, following up with relevant internal and external stakeholders to ensure risk is mitigated wherever possibleWhere appropriate, escalating identified root causes for complaints to our customer service team to assist in achieving improved customer satisfaction levelsProviding reporting on complaint resolutions, media threats and critical incidents for management review  About youWe’re interested in hearing from people who possess: Previous experience in complaints resolutionWorkers Compensation and/or Claims Management experienceExceptional customer service skills ASIST Trained, or willingness to undertakeCertificate of personal Injury management or other Industry specific qualifications will be idealTo applyBe engaged with a high performing and agile team backed by a positive culture. If this sounds like your future career, then we want to hear from you today! Click on Apply for this Job. To be considered for this opportunity you must have right to live and work in Australia when applying. Agency applicants will not be considered for this position. Gallagher Bassett is an Equal Opportunity Employer and Indigenous Australian applicants are encouraged to apply. As a member of the Diversity Council Australia, we recognise the importance of, and embrace diversity in the workplace. We will make reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant with a disability, unless the accommodation would impose an undue hardship on the operation of our business. Compensation and benefitsOn top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.  Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve: 4 weeks annual leave plus up to 2 weeks additional purchased Lifestyle LeaveNovated Leasing opportunities Two paid volunteer days annually Health Insurance Discounts with our Group Insurance Plan Employee Stock Purchase Program Paid parental leaveOther benefits include:Flexible and hybrid work arrangements Mental Health and Wellbeing Support for yourself and immediate family members Employee Recognition Awards and Service Milestone Recognitions Peer Support Program Annual flu vaccinations Access to Reward Gateway – discount offers at over 350 retailers! And more...We value inclusion and diversityInclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work. Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.