Helpdesk Support Officer

We're looking for a Helpdesk Support Officer to deliver real-time Technical, System and Procedural support to onshore and offshore functions to educate staff to enable them to deliver an exceptional customer experience on each interaction.
This is an integral role that supports operational objectives, whilst driving efficiency gains through improved queue support and effective complaint resolution.
This role will be a 12-month secondment to support with contents events claims.
What you'll do:

• Contribute to an efficient, accurate and on-demand team which provides real time product, system and technical support to Frontline staff.
• Support the resolution of customer escalations and complaints across claims services in addition to providing guidance with complex external enquiries.
• Enable and engage staff to understand standard and complex processes, system and products in a clear and concise manner that supports the delivery of a great customer experience.
• Maintain an exceptional customer focus in all interactions, whether internal or external
• Screen and manage ex-gratia and leakage situations as process requires
• Actively identify real-time opportunities for enhancements of processes and skills when managing referrals from staff
• Contribute to delivering an effective and efficient Quality Audit function, meeting SLA's and governance requirements, whilst maintaining national consistency in completion
• Contribute to the effective and efficient management of the Property and Specialty Claim Services Technical Mailbox function
• Support frontline customers through claim lodgement and enquiries as required

What you'll bring:

• Proven ability to provide excellent service and support in an Insurance environment
• Excellent understanding of claims technical, processes and procedures
• Extensive knowledge of Suncorp Group Insurance products, processes and procedures
• Strong understanding of insurance industry principles and regulations
• Extensive technical knowledge and experience with personal insurance claims processes
• Excellent and efficient customer service and relationship management skills
• Strong understanding of continuous improvement concepts
• Strong communication and interpersonal skills, both orally and written
• Self-driven in actively seeking feedback on own performance and taking responsibility for self-development in all aspects of role
• Effective decision-making in a timely and informed manner with minimal supervision
• Proven ability to resolve conflict and customer disputes in a professional, timely and solution based manner

Chase the Sun, apply online today!
At Suncorp, we are committed to building futures and protecting what matters. We value the unique experiences, insights and diverse workforce that benefits our people, our business, and our customers. We'd love to see your application and speak with you even if you do not match the above mentioned.