Australian Unity Hiring for Customer Experience Consultant Full Time

What Makes Us, Us

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 more than 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

There Are Four Key Attributes That Set Us Apart

• 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.

These pillars are infused with our values of bold, warm and honest

About our Opportunity

Achieving a balance between the customer and the fund as a whole, the Customer Experience Consultant (Complaints Specialist) 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 Customer Experience Specialist 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.

What you will do

• Provide key complaint insights and recommendations to the Executive Manager Quality Improvement
• Assist the Executive Manager Quality Improvement to undertake root cause analysis
• Coach key stakeholders to improve service delivery based on root cause findings
• 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
• Adhere to all relevant risk and compliance obligations at all times

What we are looking for

• Strong experience in complaints resolution
• Health Insurance experience highly preferable
• Strong and extensive problem solving and root cause analysis experience
• Outstanding written and verbal communication skills
• Accountability and decision making skills
• Strong time management skills.

Our Benefits

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

Please note that all Australian Unity employees must be fully vaccinated for COVID 19. 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.