Dialogue & Feedback Specialist (60%-100%)

About the job

Dialogue & Feedback Specialist (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 approach, you help to professionally handle feedback, responses and complaints, thereby continuously improving 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 draft recipient-appropriate and comprehensible response letters in collaboration with the responsible specialist departments.
• You clarify complex matters and coordinate cooperation between the involved parties.
• You review 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 and the ability to convey complex matters clearly and appropriately to the recipient.
• Strong communication skills, empathy and a professional approach to demanding conversation situations.
• Structured working method 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 time

Annualised working time (42 hours/week), possibility of part-time and mobile work, paid breaks

• Holidays

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

• Salary

Cantonal salary system, clear and equal pay policy between genders. Full salary during parental leave, military service, civil protection and civil service

• Social insurances

Equal participation in contributions to the Bern pension fund, coverage of half the premium for non-occupational insurance, supplementary accident insurance and daily sickness benefits insurance

• Training and development

Financial participation and/or time allocated to training and development projects

• Health

Ergonomic workstations, free fruit, subsidised meals at the company restaurant, rest room, possibility of on-site massage, participation in fitness activities and bike loan

• Private life, family and work

16 weeks maternity leave, two weeks paternity leave, generous supra-mandatory family allowances

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