Service Recovery Specialist

Join us and let’s make a bigger difference together.

Established in 1840, we’re Australia’s first member-owned wellbeing company. Today we have over $1 billion in revenue and provide smart solutions and services to more than 700,000 Australians. We employ over 7000 people and our purpose is to Help People to Thrive.

It’s an exciting time to be joining Australian Unity – we have grown significantly over recent years and are transforming to capitalise on further growth opportunities to help our customers and employees thrive. We operate with commercial principles and with a strong social purpose to create community value. Australian Unity is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Our Opportunity:

Reporting to the Service Recovery Team Leader, this role is responsible for the effective ownership, investigation and resolution of complaints relating to a product or service provided by Australian Unity. Complaints may be received through the internal complaints process, the Private Health Insurance Ombudsman (PHIO), the executive office, or brokers – phone, digital or written. You will be required to comply with the Complaints Management Framework, Government policies, fund rules, corporate guidelines, legislation and high-quality standards at all times to achieve a successful outcome.

Accountabilities include:

• Provide key complaint insights and recommendations
• Coach key stakeholders to improve service delivery based on root cause findings
• Ensure all documentation relating to the complaint is up to date, accurate and detailed enough to allow for effective root cause analysis
• Drive a genuinely, customer centric culture through complaint insights, coaching and process improvement
• Develop, support and embed a sustainable system to listen, learn and respond to customer and employee feedback
• Communicate (verbally and in writing) to build key relationships in the business and more widely to ensure the customer is at the forefront when decisions are made
• Respond to complaints in a timely manner, keeping customers updated throughout the complaint process
• Apply remediation payments where required in accordance with the delegated authority policy
• Display a high level of resilience and tenacity, allowing you to deal with high pressure situations

About You:

To be successful in the role you will be able to demonstrate the following capabilities / experience:

• Proven experience in Private Health Insurance  
• Strong Complaint Resolution experience
• Strong and extensive problem solving and root cause analysis experience
• Outstanding communication skills
• Accountability and decision making
• Customer obsession orientation
• Results orientation and highly motivated
• Organised with strong time management skills

What’s on Offer:

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

• Competitive salary + bonus program
• Enjoy additional yearly Well-Being and Community leave days
• 14-week paid parental leave, with equal benefit for both parents
• Employee Referral Program
• Employee Assistance Program – support and assistance for you and your partner at those times in life when you need it most
• Maxxia Rewards - a great range of discounts and benefits at selected retail outlets, department stores, attractions, travel, cinemas, restaurants.
• Discounts across the Australian Unity business including Private Health Insurance, General Insurance + more!
• Available access to LinkedIn Learning courses through our great Learning platform

For further benefits visit: https://www.australianunity.com.au/careers/culture

Australian Unity is an Equal Opportunity employer and we encourage applications from all members of the community, including people of Aboriginal and Torres strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people.