Assistant Director, Complaints And Feedback

Team Overview
The Claims Complaints and Feedback (CCF) team sits within the Claims Management Group. 

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

The team develops methods to determine claims’ stakeholder experiences and identify projects to improve (including through user-centred design), including service recovery activities. 

The Assistant Director, Feedback & Complaints manages a small team that has responsibility for:

•    Undertaking complex complaint assessments and working with internal and external stakeholders to resolve complaints relating to claims management.
•    Identifying systemic issues and where necessary working closely with business areas to assist them with solutions
•    Regular provision of reporting aligned to complaints management
•    Providing leadership to a small team, ensuring completion of work in a fast paced environment
•    Identifying opportunities for continuous improvement in service delivery and assist with implementation of new proposals.
•    Undertake and coordinate service recovery activities including undertaking service coaching of claims staff.
•    Where required, assist to lead projects or initiatives undertaken within the Claims Client Experience team.
 

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.

Highly Desirable Qualifications and Experience
•    Tertiary qualifications in a relevant field such as law, health, psychology, compensation, business or management.
•    Competencies or certificates in user-centred design or service delivery
•    Experience with complaints management and resolution.
 

Comcare is the national authority for work health and safety, and workers’ compensation. We are a government regulator, workers’ compensation insurer, claims manager and scheme administrator. Through our role, we work with employees and other workers, employers, service providers and other organisations to: - minimise the impact of harm in the workplace - improve recovery at work and return to work - promote the health benefits of good work. We collaborate and partner with other schemes and organisations on research and innovative projects that improve outcomes. We also provide expert advice and services to the Safety, Rehabilitation and Compensation Commission (SRCC), and Seafarers Safety, Rehabilitation and Compensation Authority (Seacare Authority).