Overview of the Team

Claims Complaints and Feedback team sits within the Claims Management Group.

The Claims Complaints and Feedback team is responsible for enhancing the experience of Comcare’s claims clients including employees, employers and other stakeholders.

Claims Complaints and Feedback Team is responsible for leading and coordinating the Claim Management Group’s response and input to complaints associated with the management of workers’ compensation claims from the premium paying cohort. In addition, the team provides triage support of complaints across Comcare and a point of escalation for aggressive or suicidal callers.

Overview of the Role

The Senior Complaints and Feedback Officer contributes to Comcare's purpose, Corporate Plan and claims management strategy and operating model by:

• Undertaking complaint assessments and working with internal and external stakeholders to resolve complaints relating to claims management. 
• Deliver claims client support services in line with the claims management strategy including the achievement of claims management targets and contributing to successful completion of improvement projects. This includes monitoring claims management activities and compliance with Comcare’s rules and objectives.
• Identifying systemic issues and where necessary working closely with business areas to assist them with solutions.
• Regular provision of reporting aligned to complaints management.
• Lead client service (feedback and complaints) operations to a high standard, identifying opportunities for continuous improvement in service delivery and assist with implementation of new proposals.
• Develop and manage teams including working with teams to ensure appropriate resourcing.
• Undertake and coordinate service recovery activities including undertaking service coaching of claims staff.
• Connect and integrate claims management with other functions of Comcare and across the APS including leading Comcare’s representation and activities.
• Where required, assist and manage projects or initiatives undertaken within the Claims Complaints and Feedback team.

Eligibility and Specific Conditions of Employment

1. Australian citizenship.
2. Character clearance (police records check).
3. Health clearance.
4. Six months probationary period for new engagements.
5. 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 (maximum 2 pages).