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 timeframes. In this 12-month contract role you will deliver a high standard of customer service to all customers whilst driving the resolution of customer complaints, adhering to industry Customer Service Frameworks and requirements. How you'll make an impact Responsibilities 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 outcomes Registering 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 them Delivering high quality customer service towards all parties involved in the claims and premium management process within acceptable timeframes Listening to, and always understanding the customer point of view during the feedback and complaints process Reviewing and following up all critical incidents, ensuring they are managed within the critical incident guidelines and escalating where appropriate Actioning all media threats received, following up with relevant internal and external stakeholders to ensure risk is mitigated wherever possible Where appropriate, escalating identified root causes for complaints to our customer service team to assist in achieving improved customer satisfaction levels Providing reporting on complaint resolutions, media threats and critical incidents for management review About you Qualifications Previous experience in complaints resolution Workers Compensation and/or Claims Management experience Exceptional customer service skills ASIST Trained, or willingness to undertake Certificate of personal Injury management or other Industry specific qualifications will be ideal What we can offer you Attractive remuneration packaging & hybrid work arrangements including Work from Home Monthly RDO (Rostered Day Off) after the completion of your probationary period Paid Parental Leave to support your family life Reproductive leave A friendly, collaborative and supportive working environment Opportunities for ongoing education and development, as well as career progression Corporate health insurances discounts, wellness programs and additional leave options Discounts and cash-back offers from hundreds of retailers Birthday leave - take a day off during your birthday month as a gift from GB! To apply Be engaged with a high performing and agile team backed by a positive culture. If this sounds like the opportunity for you, 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.

Qualifications Previous experience in complaints resolution Workers Compensation and/or Claims Management experience Exceptional customer service skills ASIST Trained, or willingness to undertake Certificate of personal Injury management or other Industry specific qualifications will be ideal What we can offer you Attractive remuneration packaging & hybrid work arrangements including Work from Home Monthly RDO (Rostered Day Off) after the completion of your probationary period Paid Parental Leave to support your family life Reproductive leave A friendly, collaborative and supportive working environment Opportunities for ongoing education and development, as well as career progression Corporate health insurances discounts, wellness programs and additional leave options Discounts and cash-back offers from hundreds of retailers Birthday leave - take a day off during your birthday month as a gift from GB! To apply Be engaged with a high performing and agile team backed by a positive culture. If this sounds like the opportunity for you, 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.

Responsibilities 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 outcomes Registering 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 them Delivering high quality customer service towards all parties involved in the claims and premium management process within acceptable timeframes Listening to, and always understanding the customer point of view during the feedback and complaints process Reviewing and following up all critical incidents, ensuring they are managed within the critical incident guidelines and escalating where appropriate Actioning all media threats received, following up with relevant internal and external stakeholders to ensure risk is mitigated wherever possible Where appropriate, escalating identified root causes for complaints to our customer service team to assist in achieving improved customer satisfaction levels Providing reporting on complaint resolutions, media threats and critical incidents for management review