Customer & Capability Coach — Hybrid/Remote

Arthur J. Gallagher & Co. (AJG); City of Melbourne; Hybrid; AUD 90,000 - 115,000; Full time

Benefits offered by this job

Hybrid work arrangements

Paid Parental Leave

Birthday leave

Health insurance discounts

Wellness programs

Career progression opportunities

Job summary

Gallagher Bassett is hiring a Customer & Capability Specialist in Australia. You will directly monitor and influence claims staff, ensuring a high-quality service experience for injured workers and stakeholders within the GB Service Framework.

You’ll coach teams, review call quality, and support learning & development while reporting progress to Branch Managers and contributing to continuous improvement efforts.

Qualifications

• 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.

Responsibilities

• Develop service capability within branches and teams.
• Achieve KPI targets for claims staff call evaluations and provide feedback.
• Facilitate coaching sessions and on-the-job assistance for staff.
• Provide monthly reporting to the Branch Manager on team performance.
• Support learning and development through the Case Manager Training School.

Skills

Influence and coaching

Customer service

Claims management

Data interpretation

Excel reporting

Tools

Excel

Job description

Gallagher Bassett is hiring a Customer & Capability Specialist in Australia. You will directly monitor and influence claims staff, ensuring a high-quality service experience for injured workers and stakeholders within the GB Service Framework.

You’ll coach teams, review call quality, and support learning & development while reporting progress to Branch Managers and contributing to continuous improvement efforts.