Customer Experience Consultant

Description:

Established in 1840, we’re Australia’s first member-owned wellbeing company, delivering health, wealth and care services to more than 700,000 Australians. Today, while we’ve grown to a company of nearly 7000 employees, our focus remains the same as it was 180 years ago — to deliver Real Wellbeing for our customers, members and the community.

We support your Real Wellbeing so you can better support our members’ and customers’ wellbeing journey

• Good people: We strive to set ourselves apart through the capability, warmth and expertise of our people.
• Wellbeing experts: Our breadth of capability enables us to provide smart solutions and services across all domains of wellbeing.
• Long-term commitment: As a member-owned company, we’ve been focusing on long-term outcomes and single-minded dedication to our members and customers since 1840.
• Driving positive impact: Everything we do is focused on making a positive difference at a personal, community and societal level.
• Achieving a balance between the customer and the fund as a whole, this role is responsible for the effective ownership, investigation and resolution of complaints relating to a product or service provided by Australian Unity. These may be received through the internal complaints process, the Private Health Insurance Ombudsman (PHIO), the executive office, or brokers – phone, digital or written. The CES needs to comply with the Complaints Management Framework, Government policies, fund rules, corporate guidelines, legislation and at a high-quality standard at all times to achieve a successful outcome
• Provide key complaint insights and recommendations to the Executive Manager Quality Improvement
• Assist the Executive Manager Quality Improvement to undertake root cause analysis
• Ensure all documentation relating to the complaint is up to date, accurate and detailed enough to allow for effective root cause analysis by the Executive Manager Quality Improvement
• Coach key stakeholders to improve service delivery based on root cause findings
• Develop, support, and embed a sustainable system to listen, learn and respond to customer and employee feedback

  You will enjoy a range of great employee benefits and rewards including:

• Competitive Remuneration and variable bonus
• A range of attractive product and service discounts from Australian Unity’s Retail and Wealth Management portfolio – including health insurance and banking products
• Flexible Working Arrangements including Work-From-Home days with a real work-life balance
• Available access to LinkedIn Learning courses through our great Learning platform
• Additional paid Wellbeing and Volunteer leave days yearly