Customer Service & Complaints Manager

Customer Service And Complaints Manager

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 Manager 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 Oversight

• Ensure high-quality service to injured workers, employers, medical providers, and legal representatives.
• Monitor communication standards, ensuring interactions are clear, empathetic, and compliant with regulatory requirements.
• Develop and implement service improvement initiatives to enhance the claimant experience.
• Train and coach staff on best practices in customer interaction and case handling.

Complaints Management

• Receive, investigate, and resolve complaints from injured workers, employers, or third parties.
• Coordinate investigations into service delivery or claim handling concerns.
• Ensure responses are timely, fair, and documented, in accordance with internal policies and external regulatory frameworks.
• Escalate complex or high-risk complaints appropriately, possibly involving legal or compliance teams.

Stakeholder Engagement

• Act as a liaison between the claims team and external stakeholders (e.g., regulators, ombudsman, unions, legal firms).
• Provide feedback and education to internal teams based on recurring complaints or service gaps.
• Lead de-escalation efforts, especially for distressed or dissatisfied claimants.

Reporting And Continuous Improvement

• Track trends in complaints and service feedback to identify systemic issues.
• Prepare regular reports for senior management or regulators.
• Work with claims managers, compliance, and quality assurance teams to improve policies, procedures, and claimant outcomes.

Required Skills, Experience And Qualifications

• Workers compensation experience, ideally across multiple jurisdictions – mandatory
• Relevant tertiary qualification in business or related discipline; or equivalent experience
• Proven people management experience at a senior level
• Financial management
• Experience analysing and interpreting statistical and performance-related data
• Strategic ability and planning and execution skills
• 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
• Experience with coaching
• 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

DXC is 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.