Customer Feedback Officer

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 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 Impact

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 You

Previous experience in complaints resolutionWorkers Compensation and/or Claims Management experience highly desirableExceptional customer service skillsASIST Trained, or willingness to undertakeCertificate of personal Injury management or other Industry specific qualifications will be ideal

To apply

Be 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.