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
The Customer & Capability Specialist position is responsible for directly monitoring, influencing and developing all claims staff to deliver a service experience for stakeholders in line with the GB Service Framework.
Your goal will be to ensure all customers receive the support and guidance they require for injured workers to recover and make a safe and sustainable return to work, through providing effective support to staff working in the claims and premium operations.
How you'll make an impact
Working directly with Branch Managers and Team Managers to develop a trusted relationship and build service capability within their teams
Achieving aligned KPI's for claims staff's call evaluations per month, providing feedback on call quality the Team Manager for action
Facilitating 1:1 coaching sessions post all completed call evaluations, with all staff




Coaching and mentoring staff of all claims management topics to ensure understanding and on the job assistance with Workcover process and policy
Ensuring the quality of feedback from call monitoring is clear, concise and constructive, influencing development and quality improvement
Participating and providing support to learning and development through the Case Manager Training School
Attending monthly Customer and Capability Specialist team meeting to proactively discuss trends, focus areas and action plans
Provide monthly reporting back to the Branch Manager on each team for discussion in monthly operations meeting.
Reviewing Injured Worker Survey team results for areas of focus and development within each team and provide support and development to address.
Actively participating in the continual improvement and evolution of the GB Service Framework.
About you
The ability to influence others and coach/mentor teams
Significant customer service experience
Claims management and/or injury management experience
Skills in interpreting data and building excel reporting
Knowledge and experience of Victorian Workers Compensation insurance Scheme
What we can offer you
Attractive remuneration packaging & hybrid work arrangements including Work from Home
Monthly RDO (Rostered Day Off) after the completion of your probationary period
Paid Parental Leave to support your family life
Reproductive leave
A friendly, collaborative and supportive working setting
Opportunities for ongoing education and development, as well as career progression
Corporate health insurances discounts, wellness programs and additional leave options
Discounts and cash-back offers from hundreds of retailers
Birthday leave - take a day off during your birthday month as a gift from GB!
Ready to Make a Difference?
If this opportunity interests you, we'd love to hear from you!
To be considered for this opportunity, you must have the right to live and work in Australia at the time of application.
Please note that agency applications will not be considered for this position.
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📌 Customer And Capability Specialist (Melbourne)
🏢 Arthur J. Gallagher (Ajg
📍 Melbourne