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Customer Care Advisor

EML - Melbourne, VIC

Insurance & Superannuation
Source: uWorkin


Job no: 503745
Work type: Full Time
Location: Melbourne
Categories: Workers Compensation, EML VIC


At EML we share a common purpose of helping people get their lives back. We are growing our business and with this expansion a number of vacancies have arisen. With this growth now is a great time to join us. We truly support each other and offer competitive benefits, flexible hours and work from home arrangements. We foster a learning culture that allows for us to continually invest in our employees ensuring a long-term career here at EML.


As part of our diverse team based in Melbourne, you’ll help make a positive impact on someone’s life every day. You’ll feel great satisfaction knowing your talent and hard work has a purpose.

The main purpose of this role is to facilitate the continuous improvement of the services we deliver to our internal and external stakeholders. This position operates in a high pressure and deadline driven environment that focuses on enhancing the customer experience, and the pro-active management and reduction of complaints.

This will be a 6month contract position based in the Melbourne office.


  • Active management of complaints in accordance with relevant legislation and guidelines
  • Engaging and educating staff on EML service standards to enhance the service culture, as well as the resolution and minimisation of complaints
  • Facilitate complaints decision discussions with management to achieve consensus & agreed approach regarding contentious issues
  • Deliver training and regular communications to the claims teams to ensure we are compliant with all regulatory and contractual requirements
  • Support the build of ongoing programs of training and development in relation to customer service and the complaint handling process
  • Provide coaching support to claims teams to build service capability
  • Support the delivery of service improvement initiatives across the business


  • Excellent interpersonal, written and customer service skills
  • Strong negotiation, mediation and problem-solving skills
  • Ability to make fair and impartial recommendations
  • Knowledge of external dispute resolution processes, legislation and codes of practice
  • Ability to deal with conflicting demands ensuring key priorities and deadlines are met through effective time management
  • Experience in a service focused/ customer facing role Relevant experience in the investigation of complex complaints and drafting high-level responses (desired but not essential)
  • Experience in the coaching and development of front line staff
  • Highly adaptable and resilient


We stand together as equals. EML is an equal opportunity employer so by coming to work for us, you’ll be part of a culture that celebrates diversity and inclusion. We’re committed to maintaining a workplace where everyone feels valued and where we show respect, integrity and honesty.

EML provides career opportunities and great employee benefits, including:

  • A vibrant, collaborative innovative team culture
  • A corporate wellbeing program with discounted health insurance and gym membership
  • Access to discounts at over 350 retailers through our RewardsHub program
  • Entitlement to an annual tenure and performance-based recognition reward
  • Comprehensive learning and development support
  • Companywide events to celebrate success
  • Quarterly Reward and Recognition Awards
  • 17.5% annual leave loading

At EML we are continuing to hire nationally during COVID-19. As a business, we are migrating back to a work from office environment with new joiners commencing within the office environment for their onboarding period of 4 weeks.

We value our people and are committed to supporting our employees by investing in their professional development and providing generous employee benefits. If this position is of interest to you, please . For alternative formats to submit your application or for more information on the position, please contact Sharan Sandhu on yourcareer@eml.com.au

Advertised: 12 Feb 2021 AUS Eastern Daylight Time
Applications close: 12 Mar 2021 AUS Eastern Daylight Time