Customer and Capability Specialist

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 assistanc...