Introduction

At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here. We’re a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence. Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose.
Overview

See yourself in our team:

The Customer Service Specialist is responsible for ensuring high quality customer service with a view of improving customer service standards, and enhancing the customer experience for the business unit.

The role is also responsible for providing coaching and mentoring to the Team Managers to ensure the delivery of service recovery and management of the Customer Service Framework. The role also provides analysis and recommendations based on data collected from Surveys and feedback received.

How you'll make an impact

On a day to day basis you will:

Deliver exceptional and personalised customer service for the SA Business Unit, focusing on enhancing the experience for injured workers and employers.
Collaborate with internal stakeholders to resolve complaints, address customer issues, and provide coaching to improve employee capability and service standards.
Analyse trends and systemic issues in reporting, offering recommendations for improvement and supporting future development needs.
Manage and implement customer surveys, including service recovery plans, and address complaints to mitigate reputational risks.
Develop and maintain coaching programs, competency assessments, and customer survey processes, ensuring high-quality service standards and continuous improvement.

About you

We are interested in hearing from people who have:

Demonstrated experience in the resolution of customer complaints
Previous coaching experience
Sound knowledge of all available services to workers and employees under Workers Compensation
Demonstrated experience in the analysis of data & reporting on trends
Experience working within a highly service focused customer service environment
Excellent communication and interpersonal skills as well as a team player attitude
Exceptional time management and organisation skills

Compensation and benefits

On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

4 weeks annual leave plus up to 2 weeks additional purchased Lifestyle Leave
Novated Leasing opportunities
Two paid volunteer days annually
Health Insurance Discounts with our Group Insurance Plan
Employee Stock Purchase Program
Paid parental leave

Other benefits include:

Flexible and hybrid work arrangements
Mental Health and Wellbeing Support for yourself and immediate family members
Employee Recognition Awards and Service Milestone Recognitions
Peer Support Program
Annual flu vaccinations
Access to Reward Gateway – discount offers at over 350 retailers!
And more...

We value inclusion and diversity

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.

Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.

Customer Service Specialist

Job Description