Client Services Administrator

With a 30 plus year history, AJG Australia is at the dawn of a new era, one where business diversity will write the story of our future.

AJG Australia is a highly respected national building company that provides services across Insurance, Restoration and Emergency Repairs. 

Our commitment is to provide competitive, reliable, quality services. Through these we built trusted processes and systems to establish ourselves as a reputable insurance builder and restorations specialist Australia-wide.

We are stronger for families, for communities, for businesses.  For when the unexpected happens.  We are there, right across Australia.  We are the builders that care.

About the role:

This is an outstanding opportunity for a client-focused administrator to join our dynamic Customer Experience team, based out of our Northern Gold Coast office in Helensvale. The Client Services Officer is responsible for assisting the Head of Customer Experience in the ongoing administration of overall client strategies and performance. 

Responsibilities:

• Act as a key point of contact in all matters relating to client escalations and complaints .
• Action where appropriate client specific requests/escalations and/or liaise with the relevant manager to ensure they are actioned in a timely manner.
• Reviewing any client specific reports and circulate to the management team, highlighting areas that require attention.
• Review KPI data and highlight areas requiring attention
• Review client specificportals, ensuring information is up to date
• Prepare for and attend clientscorecard meetings, if required by senior management
• Ensuring all applicable new and current staff have appropriate access and training in client portals
• Keeping current clientssatisfied and delivering exceptional client serviceon a day-to-day basis
• Assist with challenging client requests or issue escalations as needed
• Build and strengthen client relationships to achieve long-termpartnerships
• Develop trusted relationships with key accounts,client stakeholders and senior leadership
• Improving job knowledgeby participating in educational opportunities; reading professional publications and maintaining personalnetworks
• Support operational requirements as required by management
• Perform various other duties as requested by AJ Grant management 

What we require from you:

• Exceptional writtenand verbal communication skills
• Previous administration / customer service experience (minimum 3 years) 
• Brilliant interpersonal skills - you need to have outstanding customer service, rapport building, and relationship management skills
• Have an ability to look beyond just solving the problem at hand by looking for ways as a team we can better provide solutions for our clients and customers
• Ability to communicate, presentand influence key stakeholders at all levelsof the organisation, including seniorleadership
• Highly proficient in the Microsoft Office suite, especially Excel
• Self-motivated, very well organised and able to work well within a team environment
• Ability to juggle multipleprojects at a time, while maintaining sharp attention to detail
• Well-developed knowledge of the designated accounts and the application of procedures and practices
• Excellent problem solving & decision making skills
   

We, at AJG Australia, have built a culture that looks after people, their families and their futures. We encourage a balanced lifestyle, have a strong focus on teamwork and value each team member’s unique skills and personality.  Our passion for the work we do and our commitment to each other makes for a working environment where our people are challenged, supported and valued.

At AJG Australia we offer a range of benefits including:

• Access to Employee Assistance & Well-being programs for all employees
• Flexible work options for our employees (as discussed with your local manager) providing a fair balance between work and other responsibilities
• Career skills training and ongoing career opportunities – we actively seek to promote internally to help you reach your full potential
• Referral bonus reward for any employee who refers a candidate to work for AJG Australia
• Investment and strong commitment to the safety of our workers

It’s been more than 30 years since our founders got together in their back yards with their tools, as tradies, and an idea. With a simple vision to build with care for the community, starting something that would grow into a national building business with over 200 employees and 2000 trade partners which is the AJG Australia you know today.. 

Each facet of our business is united in the vision to provide safe, quality places in which to live, work and thrive. We are united through our values of honesty, dependability, empathy and community, and a driving purpose to provide quality building services with professionalism and care.
 

Please note applicants must have the right to work in Australia; and only shortlisted applicants will be contacted.

Successful candidates may be required to undergo and/or provide pre-employment information including reference checks, pre-employment medical, entitlement to work, National Criminal History Check, Working With Children Check and driver’s licence history.