Employer Feedback Officer

Overview

As the Employee Feedback Officer, you will be focused on delivering exceptional service experiences for employers as a priority stakeholder group. You will partner with claims teams, leaders and external stakeholders to improve employer engagement, service quality and overall scheme outcomes. This role drives employer-centric service improvement through insights, coaching and proactive relationship management. How you'll make an impact Manage employer complaints and escalations in partnership with Team Managers Deliver employer-centred service recovery to rebuild trust and confidence Analyse employer feedback, complaints and service data to identify trends and root causes Partner with leaders to implement targeted improvement initiatives Coach claims teams to strengthen employer communication and engagement Support employer outcomes through call coaching and feedback Ensure compliance with RTWSA timelines and complaint management requirements Provide month...