Will Wylie Email & Phone Number

Warners Bay, New South Wales, Australia

Wallsend- Newcastle

Led a team of up to 20 customer service staff, based in Newcastle and Sydney, providing service in relation to Claims management, Customer complaints, Hardship, Asset damage recovery and Energy and Water Ombudsman (EWON) and other customer services to Ausgrid’s electricity customer base of more than 1.7 million homes and businesses across Sydney, the Central Coast and Newcastle and Hunter region.Key Responsibilities• Operational management - responsible for the management, resourcing and service delivery of complaints management, customer claims, guaranteed service level payments, customer hardship program and Network Asset damage recovery.• Claims Management - manage the development, implementation and maintenance of the claims management policies.• Vulnerable Customer Management - overseeing activities/initiatives, processes and procedures impacted up vulnerable customers, including life support and financial hardship programmes.• Energy and Water Ombudsman (EWON) - interface and relationship management.• Resolution of Customer Issues - timely and responsive action to resolve customer complaints to mitigate any escalations.• Responsible for maintaining operational costs within budget, compiling and overseeing reporting, internal and external audit processes and strategic plans.• Provide leadership to Customer Experience Group, including staff development, mentoring, priority planning, and contributing to the development of the overall vision and direction of the Customer Service Branch.

Wallsend- Newcastle

Created, set up and managed a Claims Department of up to 12 permanent staff, in response to a directive of the Australian Competition and Consumer Commission (ACCC).Key responsibilities included:• Set up the team - created job descriptions in conjunction with HR and recruited staff from internal and external sources, creating a very cohesive, long-standing working group. • Managed the Department, including planning, resource management and personnel management and leadership. • Managed, mentored and trained staff to handle claims-related matters in a professional, efficient and positive manner. • Designed forms, databases and procedures for receiving, recording and processing claims. • Established relationship with the Energy Ombudsman for communication re escalated claims.• Provide all regulatory reporting in relation to claims matters, including various monthly management reports.• Handle personal injury and legal litigated matters.• Represent Ausgrid in claims related hearings at CTT and NCAT.• Conduct internal review of all disputed claims matters.• Implementation of and annual review of Business Continuity Plan.• Continual review and modify existing claims, investigations and asset damage recovery policies and procedures.• Consider Ausgrid’s commercial position and public profile in relation to internal claim reviews and Ombudsman matters.• Manage separate teams located in two key locations (Sydney and Newcastle).

Senior Underwriter and Claims manager for heavy vehicle transport

Armidale And Newcastle

Education record

Hsc