Specialist Dialogue & Feedback (60%-80%)

About the job

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!
With your work, you strengthen 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 comprehensible reply letters in cooperation with the responsible specialist departments.
• You clarify complex issues and coordinate collaboration 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.

• 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 to the target audience.
• Strong communication skills, empathy and a professional approach to demanding conversation situations.
• Structured way of working as well as strong 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.

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 per year, 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 transparent salary policy. Full salary during parental leave, military, civil protection and civil service

Social insurance:
Above-average contribution to the Bern Pension Fund, payment 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, contribution to fitness activities and loan bicycles