In this role, you’ll be the first point of contact for customers lodging home insurance claims—guiding them through what can often be a stressful experience with empathy, patience, and practical support.
From storm damage to unexpected home emergencies, you’ll play a vital role in helping customers feel supported and informed throughout their claim. With strong systems, clear processes and a collaborative team culture, this is an opportunity to join a high-performing business with real flexibility and a clear pathway for development.
Key responsibilities include:
- Managing inbound calls to lodge and progress home insurance claims
- Gathering accurate information to assess and determine claim outcomes
- Providing timely, clear updates to customers and setting realistic expectations
- Liaising with internal teams, builders, and suppliers to coordinate repairs and outcomes
- Maintaining a personal portfolio of claims and keeping clear records
- Supporting team goals while delivering individual KPIs
You’re customer-focused, calm under pressure, and bring a problem-solving mindset to challenging situations. Your background might be in insurance, retail, hospitality, or call centres—but experience in real estate or property management is also highly regarded given the nature of the claims work.
You’ll also bring:
- Resilience and emotional intelligence when working with customers in distress
- A strong sense of initiative and the ability to follow structured processes
- Professional communication and attention to detail
- Availability to work full-time hours and commit to the full training period with no planned leave
- Start date: 12th May
- Location: North Lakes
- Full-time (37.5 hrs/week) on a rotating roster between 6:00 AM – 6:00 PM, Monday to Saturday
- Saturday shifts required only once every 7–8 weeks (with an RDO in return)
- Flexibility to swap shifts when needed and pick up extra hours if desired
- Structured onboarding and academy training support
- Potential to work from home after 6 months, based on performance
- Monthly KPIs with performance-based incentives
- On-site parking available
- Strong floor support including mental health first aiders and access to EAP
- While this is a permanent, full-time opportunity, our client is also open to offering 6-month fixed term contracts for those on visas or without full working rights—provided you're available to work full-time hours for the full contract period