AddressHomeRepair is a wholly owned subsidiary of Suncorp Group Ltd (Suncorp), a major general insurer in Australia and New Zealand. Our primary business is to provide residential repair and make-safe services in Australia for insurance claims made by Suncorp’s home insurance customers.
Specialising in lower complexity, high volume residential insurance repairs and emergency call outs, our focus is on delivering a custom fit experience and high quality and efficient building repair solutions for our customers and trade partners.
HomeRepair currently employs c.110 people, including Case Managers, Procurement and Support functions based in our South Melbourne office, along with Assessors throughout Australia in the field. Our team members enjoy the flexibility of working from both the office and from home.
We are seeking Case Managers to join our team. This role is responsible for the progression and management of end to end repair management. It serves as a liaison between our customers, their insurer (Suncorp) and a large network of trades to schedule repairs within their assigned state across the Eastern seaboard.
Key Accountabilities:
- Effectively manage assigned claim portfolio
- Managing inbound and outbound calls
- Building and maintaining effective relationships with stakeholders, such as Assessors, trades, customers and insurers
- Liaising with customers and trades
- Reviewing reports submitted by our internal Assessors and trades and collating for the customers’ insurer
- Confirming scope of works with the customer, and scheduling repairs with priority
- Proactively communicating clear and concise information on repairs to all stakeholders
- Supporting the management of customer complaints in line with company processes and timeframes
- Aiming for a first call resolution approach to all inbound calls
- Meeting KPI’s
- Other duties as required
Experience:
- Experience working in a customer service or property management/repair environment
- Knowledge of the property repair industry and current repair practices is an advantage
Core Capabilities:
- Exceptional customer service experience and active listening skills
- Ability to build and maintain effective and trusted relationships with trades and customers
- Advanced communication skills with a strong ability to convey and accurately interpret technical information
- Advanced problem solving and negotiation skills, exploring opportunities with a view to agreement
- Strong time management and prioritisation skills
- Proactive and positive mindset combined with resiliency skills
- Continuous improvement focus
- Committed to self-development and opportunities to increase skills and knowledge
- Ability to work in a fluid and flexible environment
Technical Capabilities:
- Excellent computer skills
- Excellent written communication skills
- Knowledge of general insurance products and principles is an advantage
- Knowledge of building codes, property repairs, scheduling and estimations is an advantage
If you feel this is the position for you, please apply now describing how you meet the above selection criteria and requirements of the role.
