Specialist Dialogue & Feedback (60%-100%)

About the job

Specialist Dialogue & Feedback (60%-100%)

You want to get involved? We give you room to manoeuvre. You think ahead? We support you in doing so.

Together we shape the future for our clients! Interested? We look forward to

hearing from you!

Your work strengthens the open, respectful and trusting dialogue between the IV Office Bern and its stakeholders. With empathy and a structured way of working, you help to professionally handle feedback, responses and complaints and thus continuously improve the quality of our services.

What you can achieve with us

• You receive feedback, responses and complaints and coordinate their processing with the responsible specialist departments.
• You conduct demanding telephone, written and, if necessary, personal conversations with clients and other stakeholders.
• You write target group-appropriate and understandable reply letters in cooperation with the responsible specialist departments.
• You clarify complex issues and coordinate cooperation between the involved offices.
• You check and triage reports of suspected insurance fraud and forward them according to the applicable processes.
• You support customer surveys as well as the evaluation of feedback for the further development of our services.

Which skills are important to us

• Completed vocational training EFZ and several years of professional experience in telephone and written customer contact as well as in dealing with demanding customer concerns or complaints.
• Very good written expression skills as well as the ability to convey complex issues clearly and appropriately for the target audience.
• Strong communication skills, empathy and a professional approach to demanding conversation situations.
• Structured way of working as well as pronounced service and solution orientation.
• Further training in customer service, conflict management or a comparable area relevant to the function is desirable.
• As a bilingual company (German/French), good knowledge of French is an advantage.

What we offer you

• Working hours

Annual working time (42 hours/week), possibility to work part-time as well as remotely, paid breaks

• Holidays

At least 25 days of holiday annually, 28 days from the age of 45 and 33 days from the age of 55. Possibility of unpaid leave

• Salary

Cantonal salary system, gender-neutral and comprehensible salary policy. Full salary during parental leave, military, civil protection and civilian service

• Social insurance

Above-average contribution to the Bern pension fund, coverage of half the premium for non-occupational accident, supplementary accident and daily sickness allowance insurance

• Training and further education

Financial and/or time contribution to training and further education projects

• Health

Ergonomically equipped workplaces, free fruit, discounted meals in the in-house restaurant, quiet room, in-house massage option, participation in fitness activities as well as loan bicycles

• Private life, family and work

16 weeks maternity leave, two weeks paternity leave, generous above-obligatory family allowances

Does this suit you? Then get to know us! We look forward to your application.