Justine Westerbeek Email & Phone Number

Melbourne, Victoria, Australia

Leading the Investigations Branch to successfully undertake strategic investigations, public interest disclosures, Commonwealth and ACT agency investigations, and some industry investigations.

Melbourne, Australia

Leading Fund Policy, first line Management Assurance and dispute resolution teams, supporting both the Medibank and ahm private insurance brands. Achievements include:- Introduced policy and process changes to support customers and staff during cyber breach incident which led to sensitive customer records being compromised. Response included processes to support vulnerable customers to ensure their safety.- Led a cross-functional team in significantly reducing Private Health Insurance Ombudsman (PHIO) complaints from 46% to 17% per quarter (this being the percentage of Ombudsman complaints received from Medibank and ahm customers).- Implemented first line of defense management assurance function for Customer & Portfolio division at Medibank, including recruitment of risk professionals and developing processes to support the Risk / Incident Management Procedure.

Melbourne, Australia

Responsible for management of Save the Children's in-house and outsourced customer service teams. Key focus on building engagement, retention and loyalty with individual donors.

Melbourne, Australia

Led CityLink teams responsible for customer service, complaint handling, infringement investigations for Victoria Police, court reports relating to CityLink infringement cases and disclosure of restricted tolling information. Achievements include:- Implemented 6-month trial with Maddox Lawyers to prosecute CityLink tolling offences instead of Melbourne Prosecutions. Results showed increase in number of cases resolved prior to hearing, increase in costs awarded and greater consistency in results.- Developed staff program to encourage feedback and ideas for improvement. Various submissions implemented, such as improving communications with customers (improved wording on website), and improving efficiency (toll notice nomination process streamlined).- CEO presented quarterly award for demonstrating the company value of Diversity. This was awarded in recognition of leading the Customer Care team to learn sign language, to support hearing-impaired team members.

Melbourne, Victoria, Australia

Led Customer Resolutions team, responsible for dispute resolution and enforcement activities relating to unpaid tolls. Achievements include:- Strong relationships formed and maintained with VicRoads, Tolling Customer Ombudsman, Victoria Police and Melbourne Prosecutions.- Represented CityLink at VCAT, Magistrates and County Court. This task was previously carried out by other departments.- Selected to present at annual Tolling Customer Ombudsman conferences.

Melbourne, Victoria, Australia

Led a team of Conciliators to efficiently and effectively resolve complaints to a high standard, with all targets met. Focused on highlighting systemic issues within the industry. Achievements include:- Managed recruitment and induction of Conciliation team to ensure staff levels met the projected work flow.- Prepared and presented learning and development sessions internally and externally, including Legal Advice sessions, Privacy training and Upgrade Policy Guidelines.- Development and implementation of case handling, process improvement and quality assurance policies, which achieved greater consistency and higher quality investigations.