Job Description
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
Gallagher Bassett (GB) is Australia and New Zealand’s premier third party claims administrator. We manage claims on behalf of insurers, brokers, government bodies and self-insured organisations. We are part of the leading global risk management and insurance group Arthur J Gallagher & Co.
Life at GB is an adventure - often fast paced, unpredictable, challenging and deeply rewarding. It is social and engaging, with our unique and positive culture underpinned by The Gallagher Way – values lived daily by our people.
In addition to flexible working options, we also offer supportive learning and career pathways and provide ongoing access to training and career development. We invest in our people through strong succession planning and have a number of mentoring and training programs available.
There are some great things happening at GB as we continue through a period of exciting period of transformation, growth and change with the NSW Workers Compensation Scheme. And, we want YOU to be a part of it all!
Reporting to the Manager - Customer Experience, you will support the claims management function across a range of insights, customer service and continuous improvement initiatives that contribute to the overarching customer experience and insights strategy. Focusing on feedback and complaint management, you will be the point of contact responsible for ensuring all forms of feedback are reviewed and actioned within the required timeframes by the appropriate teams. Alongside this you will support the CX team through providing ongoing guidance to the business on feedback management best practices.
This is a unique opportunity to leverage your existing experience to a new and exciting challenge, and play a pivotal role in the success of our service offerings to injured workers and clients. With flexible/hybrid working arrangements and a culture of continuous improvement, this role provides a great entry point into the world of insurance.
How you'll make an impact
Triage, record and monitor customer feedback provided via a variety of channels, including support centres, phone, email and/or via claims management teams;
Identify trends and themes and communicate actionable insights to the business;
Coach and support claims management personnel in the development and coordination of feedback responses,
Collaborate with the Manager Customer Experience, various CX Leads and Performance & Analytics teams around the development of customer centric initiatives and strategy;
Participate in broader key business projects and initiatives;
Design, improve and maintain feedback related processes.
About you
Previous experience in a similar role, such as customer experience, complaints management, customer service and customer feedback;
Highly developed communication skills, with the ability to engage and articulate at all levels of organisation;
Experience in working with Salesforce or other similar CRMs would be highly regarded;
A high level of attention to detail
A strategic mindset and approach to work;
A strong sense of team and collaboration;
Ability to influence stakeholders
A resilient attitude.
If you are seeking a truly unique opportunity to drive our customer experience strategy, then we would love to hear from you today!
To be considered for this opportunity you must have right to live and work in Australia when applying.
Agency applicants will not be considered for this position.
Gallagher Bassett is an Equal Opportunity Employer and Indigenous Australian applicants are encouraged to apply. As a member of the Diversity Council Australia, we recognise the importance of, and embrace diversity in the workplace. We will make reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant with a disability, unless the accommodation would impose an undue hardship on the operation of our business.
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), ****** 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.
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
Gallagher Bassett (GB) is Australia and New Zealand’s premier third party claims administrator. We manage claims on behalf of insurers, brokers, government bodies and self-insured organisations. We are part of the leading global risk management and insurance group Arthur J Gallagher & Co.
Life at GB is an adventure - often fast paced, unpredictable, challenging and deeply rewarding. It is social and engaging, with our unique and positive culture underpinned by The Gallagher Way – values lived daily by our people.
In addition to flexible working options, we also offer supportive learning and career pathways and provide ongoing access to training and career development. We invest in our people through strong succession planning and have a number of mentoring and training programs available.
There are some great things happening at GB as we continue through a period of exciting period of transformation, growth and change with the NSW Workers Compensation Scheme. And, we want YOU to be a part of it all!
Reporting to the Manager - Customer Experience, you will support the claims management function across a range of insights, customer service and continuous improvement initiatives that contribute to the overarching customer experience and insights strategy. Focusing on feedback and complaint management, you will be the point of contact responsible for ensuring all forms of feedback are reviewed and actioned within the required timeframes by the appropriate teams. Alongside this you will support the CX team through providing ongoing guidance to the business on feedback management best practices.
This is a unique opportunity to leverage your existing experience to a new and exciting challenge, and play a pivotal role in the success of our service offerings to injured workers and clients. With flexible/hybrid working arrangements and a culture of continuous improvement, this role provides a great entry point into the world of insurance.
How you'll make an impact
Triage, record and monitor customer feedback provided via a variety of channels, including support centres, phone, email and/or via claims management teams;
Identify trends and themes and communicate actionable insights to the business;
Coach and support claims management personnel in the development and coordination of feedback responses,
Collaborate with the Manager Customer Experience, various CX Leads and Performance & Analytics teams around the development of customer centric initiatives and strategy;
Participate in broader key business projects and initiatives;
Design, improve and maintain feedback related processes.
About you
Previous experience in a similar role, such as customer experience, complaints management, customer service and customer feedback;
Highly developed communication skills, with the ability to engage and articulate at all levels of organisation;
Experience in working with Salesforce or other similar CRMs would be highly regarded;
A high level of attention to detail
A strategic mindset and approach to work;
A strong sense of team and collaboration;
Ability to influence stakeholders
A resilient attitude.
If you are seeking a truly unique opportunity to drive our customer experience strategy, then we would love to hear from you today!
To be considered for this opportunity you must have right to live and work in Australia when applying.
Agency applicants will not be considered for this position.
Gallagher Bassett is an Equal Opportunity Employer and Indigenous Australian applicants are encouraged to apply. As a member of the Diversity Council Australia, we recognise the importance of, and embrace diversity in the workplace. We will make reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant with a disability, unless the accommodation would impose an undue hardship on the operation of our business.
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), ****** 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.
💡 Quick Summary
Seeking a career-building opportunity? The Customer Feedback Officer - NSW Workers Compensation position is now open for candidates interested in the Back Office Jobs sector. This role in Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Back Office Jobs is a plus.
