AddressAbout the business
When disaster strikes, we respond FIRST and FAST, to deliver contemporary and innovative solutions, that saves valuable property and livelihoods, carefully restoring lives, piece by piece.
Steamatic is Australia's longest established and largest restoration company with 39 locations throughout Australia and growing each year. We are now looking to recruit a Customer Success Manager to join our Head Office team based in Braeside.
Who our HERO’s are:
People with energy and passion, people who are keen to learn and want variety in their role. People with a can-do attitude, growth mindset, and a genuine interest / passion for delivering on our customer service commitments.
The Role
We have a culturally diverse, loyal, qualified, and dedicated team that is committed to ensuring we deliver on our customer promises and organisational values. We are as equally committed to maintaining a work-life balance for our people.
This is a key role within the Steamatic Group and reports to the Managing Director - Sales & Marketing.
Overview of position priorities and required skills / attributes…
- Primary accountability and oversight of contractual performance and compliance obligations, and continuous improvement on service delivery excellence
- Primary senior contact and representative for all client relationships
- Development and roll out of new, updated and improved policies and procedures ensuring consistency and effective implementation across all business units / silos
- Sourcing and providing data and compliance evidence for all claim and safety audits
- Supporting business partners with ongoing compliance monitoring and oversight
- Development of training content and presentations and delivering to a variety of stakeholder audiences online or in person
- Performance of regular random and scheduled targeted auditing and compliance checks
- Respond to customer and stakeholder requests within expected or agreed timeframes.
About You
- Previous experience working to insurance contracts as a panel supplier in building or restoration would be held in high regard
- Senior Claim Management, Assessing or Loss Adjusting experience gained within insurance Building / Restoration Industry preferred
- Current knowledge of GICOP, Insurance Contracts Act and Privacy Act
- Sound knowledge of the insurance industry (claims lifecycle) including the legislative framework, and products
- An understanding of the principles and procedures for processing insurance claims
- Strong ability to interpret policies, procedures and contracts to determine the required response and corrective actions
- Ability to build and maintain effective and trusted relationships with all stakeholders and franchise business partners
- Confident and adept at being a neutral conduit to effectively manage escalations or disputes as they may arise
- Advanced communication skills with a strong ability to convey and accurately interpret technical information and compile responses
- 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
- Advanced Excel and capable of navigating various portals and job management systems.
- Identify and implement any opportunities for improvement in relation to day- to-day delivery of services.
- Establish an environment that encourages continuous improvement and quality outcomes
Benefits and Perks
- Highly competitive remuneration package structured to attract and retain
- Work flexibility and travel opportunities
- Job security with Australia's largest restoration company
- Generous Employee Reward and Recognition platform
- Free Employee Assistance Program for you and your immediate family
- External and internal industry specific training provided
- Future career progression where great work is recognised and rewarded
- Advancing in technology, forward thinking company, embracing initiative and innovation
- Inclusive, celebratory, collaborative working environment
Valued HERO’s:
Our corporate values ensure all our people are our true HERO’s. H – Highest Ethics in all that we do, E – Empathy to each other, our customers and business partners, R – Return in profit and return in property – restoring lives, return on effort & recognition, O – Opportunity to grow, to be the best version of ourselves and return for all shareholders. We celebrate Responsibility, Integrity, Care, Excellence and Enjoyment. If these values resonate with you then you may be the new HERO, we are looking for. Join us in creating a positive work environment where individually we are good, but together we are brilliant.
If the cape fits……
Then please apply, we would love to learn more about you and why you want to be our next HERO.
You must be an Australian citizen or have unrestricted Australian working rights to apply for this role.
Applicants must provide a full National Police Clearance check.
Applicants may be required to obtain a Working with Children check.
Applicants must be willing to undergo any pre-employment fitness and medical assessments deemed appropriate for the position.
