Customer Service & Complaints Specialist

Customer Service And Complaints Specialist

Are you ready to be part of something truly innovative?

At DXC, we are thrilled to announce the launch of our new self-insurance business operation, and we are looking for talented individuals to join our growing team. This is a unique opportunity to help shape the future of our operations, as we build a customer-focused service team from the ground up. At DXC, we value collaboration, innovation, and diversity. By joining us, you'll have the chance to contribute to projects that matter while growing your career in a dynamic and supportive environment.

If you're ready to take the next step and make a real impact, we invite you to apply and help us build something amazing together!

As Customer Service And Complaints Specialist you will demonstrate a commitment to customer satisfaction with regards to internal and external customers in all activities, providing consistency in delivery.

Responsibilities and duties

Customer Service Support

• Respond to enquiries from injured workers, employers, and other stakeholders via phone, email, or written correspondence.
• Provide clear and accurate information about the workers' compensation process, claim status, entitlements, and next steps.
• Assist with general claim-related administrative tasks, such as updating contact details or following up on documentation.
• Ensure all communication is professional, empathetic, and aligned with service standards.

Complaints Handling (Frontline)

• Receive and log complaints or concerns from customers.
• Attempt to resolve straightforward complaints or issues at first point of contact.
• Escalate more complex complaints or service issues to senior team members or managers when required.
• Maintain accurate records of complaints and interactions in internal systems.

Stakeholder Liaison

• Communicate with internal teams (e.g., claims officers, team leaders) to follow up on customer queries or complaints.
• Help coordinate responses and updates to customers by gathering the necessary information from relevant parties.
• Support the escalation process when needed, ensuring the customer is kept informed throughout.

Reporting and Feedback

• Assist in tracking complaint trends or common service issues for team reporting purposes.

Required skills, experience and qualifications

• Workers compensation experience – mandatory
• Relevant tertiary qualification in business or related discipline; or equivalent experience
• Experience analysing and interpreting statistical and performance-related data
• Sound understanding of crucial agent remuneration drivers
• A sound understanding of each role position and function within the claims environment and the associated performance expectations and requirements of these roles
• Commitment to the philosophy of a case management model of practice
• Computer skills: Outlook, intermediate knowledge of the Microsoft Office suite
• Complaint management and resolution outcomes
• Workers Compensation Insurance Policy, legislation and associated compliance issues
• Significant experience in claims management or in a statutory benefits system

About DXC

DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernising IT, optimising data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world's largest companies and public sector organisations trust DXC to deploy services to drive new levels of performance, competitiveness, and customer experience across their IT estates. Learn more about how we deliver excellence for our customers and colleagues at DXC.com.

Our culture and benefits

DXC is committed to building better futures for our customers, colleagues, environment, and communities. We take care of each other and foster a culture of inclusion, belonging and corporate citizenship. We put this to action developing and implementing societal initiatives within our Social Impact Practice. #WeAreDXC

As an employer of choice, our "people first" philosophy means we offer competitive remuneration, benefits, training, and career opportunities that reflect our commitment to improving the lives of our employees, and the communities in which we live and work.

We are an equal opportunity employer proud to be an equal opportunity employer and we welcome submissions from people from all walks of life. We celebrate our diversity and recognise it is the unique contributions of our people that give us our edge. We stand by the 'bring your whole-self to work' philosophy. It is our inclusive culture that powers our results, and our company grows only if our people grow.

Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy. In addition, DXC Technology is committed to working with and providing reasonable accommodation to support qualified individuals with physical and mental disabilities.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We're committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.