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SalaryThis fast-paced customer centric role is the central point for towing related queries from customers, internal claims teams, repairers, and suppliers. It is also responsible for coordination of workflow within motor assessing, and coordination / negotiation with our towing providers. Correct pathing of assessment workflow within our service level agreements and compliance obligations is critical to both our costs and the experience of our customers.
The role requires autonomy, excellent time management, initiative, and adaptability. Whilst predominantly desk based, during times of major weather events there will be a requirement to take part in assessment centres, requiring customer and supplier interactions. Excellence in customer service is a not negotiable, and management of customer complaints is also a key component of the role.
This role is based in Brisbane (Eagle Farm) and will be a 6-month secondment.
What you'll do
- Assist with towing related queries from the claims teams, customers, repairers and suppliers
- Ensuring correct towing suppliers are utilised, and meeting contractual SLAs
- Negotiation and coordinating of tows to achieve optimal financial outcome.
- Administration facilities management
- Supporting inbound and outbound calls
- Identifying key areas for improvement based on the job experience
- Motor Claims or Claims experience preferred. Motor repairer or towing coordinator experience preferred.
- Passion for customers and delivering exceptional service
- Knowledge of ClaimCenter and intermediate computer skills, i.e. MS Office Suite
- The ability to multi-task and have outstanding time management skills
- Strong attention to detail and can work well under pressure
- Strong communication skills with the ability to tailor communication to the audience to articulate complexity
- Ability to use customer and commercial acumen to enhance business performance
