APS6 Senior Client Experience Officer

Aurion; Canberra; On-site; AUD 80,000 - 100,000; Full time

Job summary

A government agency based in Canberra is seeking a Senior Client Experience Officer responsible for managing complex claims-related complaints. The role includes assessment and resolution of complaints, providing call coaching, and ensuring high-quality client experience. Essential qualifications include relevant tertiary education and experience in complaints management and call coaching. This position offers opportunities for continuous improvement in client service delivery and engagement with internal teams.

Qualifications

• Experience with complaints management and resolution.
• Experience with call coaching and training.
• Experience with workers compensation or insurance schemes.

Responsibilities

• Manage complex and sensitive claims-related complaints.
• Deliver scheduled coaching sessions to build staff capability.
• Accurately record and manage complaint information.

Skills

Complaints management

Call coaching

Client-centered practice

Education

Tertiary qualifications in law, health, business, or management

Job description

Overview

APS6 Senior Client Experience Officer - Vacancy Details

Position:

Organisation Unit:

Location:

Closing:

Overview of the team()

The Client Experience (CCE) team sits within the Claims Management Group and supports the quality, integrity and client experience of Comcare’s claims management services.

Claims Client Experience and Support - Complaints unit, sits within the Client Experience team and is responsible for the management and resolution of claims-related complaints and for supporting capability uplift through call coaching, strengthening the quality, consistency and client experience of Comcare’s claims management services.

The unit receives, assesses, manages, resolves and responds to complaints relating to claims managed by the Claims Management Group. This includes complaints raised by employees, employers and other stakeholders in relation to the management of workers’ compensation claims.

The unit works closely with internal stakeholders, including the Office of the Chief Executive Officer (CEO), to inform and support responses to CEO and Ministerial complaints, correspondence and enquiries relating to claims management, and to provide subject matter input to Ombudsman matters where required.

In addition to complaint management, the unit has a defined role in call coaching and service improvement, using insights from complaints and client feedback to support consistent, client centred practice and capability development across the Claims Management Group.

The team contributes to organisational integrity and accountability by maintaining accurate complaint records, analysing complaint and feedback data, and providing insights that inform reporting, oversight and continuous improvement activities.

Overview of the role

The Senior Client Experience Officer is responsible for the management of complex and sensitive claims related complaints. This includes undertaking assessment, investigation and resolution activities, preparing high quality written responses, and applying sound judgement and subject matter expertise to provide advice.

In addition to its complaints management responsibilities, the role assesses call performance and engages directly with participants to provide targeted coaching aimed at strengthening capability. This coaching activity, coordinated through the broader Claims Client Experience function, supports skill development and drives continuous uplift across the Claims Management Group.

In this role your key responsibilities of this role will include, but are not limited to, the following:

• Contribute to the delivery of Comcare’s purpose, Corporate Plan, and the Claims Management Strategy and Operating Model through high quality complaints resolution, call coaching and continuous improvement activities.
• Manage complex and sensitive claims related complaints, including assessment, investigation, resolution and preparation of high quality, written responses. Applying consistent, proportionate and well-reasoned judgement.
• Select, assess and document call interactions and deliver scheduled coaching sessions to build staff capability and consistent, client centred practice. Use insights from data, complaints and client feedback to inform coaching priorities and service improvement.
• Provide specialist advice and subject matter expertise on claims related complaints to internal stakeholders to support informed decision making and quality outcomes.
• Accurately record, maintain and manage complaint information, decisions and actions in relevant systems, ensuring records and data are complete, reliable, timely and supported by appropriate evidence.
• Identify emerging risks and trends arising from complaints and feedback, contributing to reporting, insights and service improvement activities.

Desirable qualifications and experience

• Tertiary qualifications in a relevant field such as law, health, compensation, business or management.
• Competencies or certificates in user-centred design or service delivery.
• Experience with complaints management and resolution.
• Experience with call coaching and training.
• Experience with workers compensation or insurance schemes.

Eligibility and specific conditions of employment

• Australian citizenship.
• Character clearance (Australian Criminal History Check).
• Employee health declaration.
• Six months probationary period for new engagements.
• Ability to obtain and maintain a Baseline security clearance.

How to apply

Please review the Job Information Pack below and provide a statement of claims with your responses outlining what you could bring to this position including your skills, experience and knowledge relevant to the job specific capabilities and role approximately 1500 words (not exceeding two pages).

Please note: The vacancy closes at 11:59pm, Australian Eastern Daylight Time (Canberra, Melbourne, Sydney time). If you experience any issues with submitting your application, please contact [e-mail]