Job Description

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Customer Insights Consultant

Advertiser: QBE Insurance3.2644 out of 53.3 overall rating (208 employee reviews) More jobs from this company

Job Information

Job Listing Date
29 Jun 2020
Location
Adelaide
Work Type
Full Time
Classification
Insurance & Superannuation, Other

Customer Insights Consultant

Your part in a changing world

At QBE, we’re driven by our purpose – to give people the confidence to achieve their ambitions.

We are an international insurer and reinsurer offering a diverse portfolio of commercial, personal and specialty products, as well as risk management solutions. Our product portfolio includes property, motor, crop, energy, marine, aviation and personal injury. We employee a team of more than 11,800 people, in 27 countries around the world.

The opportunity

In this newly created role, you will utilise your extensive Customer Service experience to provide superior service to QBE customers in our People Risk portfolio, as well as to drive service improvements for the team. You will work in a small team to provide oversight on claims and drive positive customer experience, while also working with the business to analyse current processes and develop strategies to ensure best practice claims management is achieved. The role involves a close partnership with the QBE Behavioural Insights Team to understand the science behind behaviour change in order to improve customer experience.

You will utilise your skill set to, amongst other things:

  • Develop and maintain complex internal and external relationships with stakeholders and customers by providing appropriate advice and managing the resolution of issues or complaints to drive a positive claim experience
  • Identify opportunities to improve operational effectiveness and develop appropriate change management solutions
  • Provide specific capability improvement strategies and development opportunities for staff to improve customer service goals
  • Collaborate and contribute to the successful embedding of Behavioural Insights techniques in the People Risk business
  • Utilise creativity and human centred approach to find effective solutions

Your story so far

We are looking for candidates with strong customer service backgrounds and experience in identifying and implementing process improvements.

You will have:

  • Intrinsic motivation to understand what is, and be able to provide and coach others, in exceptional customer service
  • Ability to collaborate with appropriate people to efficiently answer questions, achieve outcomes and overcome barriers
  • Proven high performance in building and maintaining relationships via phone, especially with challenging customers
  •  Flexibility in thinking to move between the objective and subjective
  • A fundamental knowledge of the insurance industry and claims processes would be beneficial, but is not essential

We are here to support you

We are proud to have been Voted #5 in the 2019 Top 20 Australian Workplaces for New Dads - HBF Direct Advice for Dads and we achieved Gold employer status in the 2019 Australian LGBTI Inclusion Awards.

We also offer a range of benefits to help provide holistic support for your work life, whatever your circumstance.

As a QBE employee, we will offer you:

  • Up to 12% in superannuation
  • Flex@QBE leave to enhance your work/life integration
  • Our ‘At My Best’ wellbeing program, which includes a free 12-month subscription to Headspace
  • Access to ‘Share the Care’ – 12 weeks’ flexible leave for new parents inclusive of paid superannuation
  • Income protection insurance and reimbursed Death and Total Permanent Disability insurance premiums
  • Access to REACH My Best - free holistic wellbeing coaching, nutritional, financial and legal advice and confidential counselling
  • Discounts on insurance products, car hire, hotels, goods and services
  • Benefits through our various sports and arts sponsorship partners such as free and discounted tickets.

Join us.

Click APPLY to submit your application.

Applications Close: COB 14th July 2020

Successful applicants will need to complete work rights, police and credit checks through our online provider as a condition of employment.

QBE recognise the value of diverse perspectives and experience. We are committed to an inclusive workplace where everyone feels valued and respected for who they are. If we can provide support with access requirements, alternative work arrangements or you would like to connect with one of our networks please contact us at recruitment@qbe.com.

Your part in a changing world

At QBE, we’re driven by our purpose – to give people the confidence to achieve their ambitions.

We are an international insurer and reinsurer offering a diverse portfolio of commercial, personal and specialty products, as well as risk management solutions. Our product portfolio includes property, motor, crop, energy, marine, aviation and personal injury. We employee a team of more than 11,800 people, in 27 countries around the world.

The opportunity

In this newly created role, you will utilise your extensive Customer Service experience to provide superior service to QBE customers in our People Risk portfolio, as well as to drive service improvements for the team. You will work in a small team to provide oversight on claims and drive positive customer experience, while also working with the business to analyse current processes and develop strategies to ensure best practice claims management is achieved. The role involves a close partnership with the QBE Behavioural Insights Team to understand the science behind behaviour change in order to improve customer experience.

You will utilise your skill set to, amongst other things:

  • Develop and maintain complex internal and external relationships with stakeholders and customers by providing appropriate advice and managing the resolution of issues or complaints to drive a positive claim experience
  • Identify opportunities to improve operational effectiveness and develop appropriate change management solutions
  • Provide specific capability improvement strategies and development opportunities for staff to improve customer service goals
  • Collaborate and contribute to the successful embedding of Behavioural Insights techniques in the People Risk business
  • Utilise creativity and human centred approach to find effective solutions

Your story so far

We are looking for candidates with strong customer service backgrounds and experience in identifying and implementing process improvements.

You will have:

  • Intrinsic motivation to understand what is, and be able to provide and coach others, in exceptional customer service
  • Ability to collaborate with appropriate people to efficiently answer questions, achieve outcomes and overcome barriers
  • Proven high performance in building and maintaining relationships via phone, especially with challenging customers
  •  Flexibility in thinking to move between the objective and subjective
  • A fundamental knowledge of the insurance industry and claims processes would be beneficial, but is not essential

We are here to support you

We are proud to have been Voted #5 in the 2019 Top 20 Australian Workplaces for New Dads - HBF Direct Advice for Dads and we achieved Gold employer status in the 2019 Australian LGBTI Inclusion Awards.

We also offer a range of benefits to help provide holistic support for your work life, whatever your circumstance.

As a QBE employee, we will offer you:

  • Up to 12% in superannuation
  • Flex@QBE leave to enhance your work/life integration
  • Our ‘At My Best’ wellbeing program, which includes a free 12-month subscription to Headspace
  • Access to ‘Share the Care’ – 12 weeks’ flexible leave for new parents inclusive of paid superannuation
  • Income protection insurance and reimbursed Death and Total Permanent Disability insurance premiums
  • Access to REACH My Best - free holistic wellbeing coaching, nutritional, financial and legal advice and confidential counselling
  • Discounts on insurance products, car hire, hotels, goods and services
  • Benefits through our various sports and arts sponsorship partners such as free and discounted tickets.

Join us.

Click APPLY to submit your application.

Applications Close: COB 14th July 2020

Successful applicants will need to complete work rights, police and credit checks through our online provider as a condition of employment.

QBE recognise the value of diverse perspectives and experience. We are committed to an inclusive workplace where everyone feels valued and respected for who they are. If we can provide support with access requirements, alternative work arrangements or you would like to connect with one of our networks please contact us at recruitment@qbe.com.

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