Address
Form of work- Lead a team of motor assessors to provide virtual and on road assessments to Motor Claims Customers
- Permanent, full time opportunity
- Brisbane (Eagle Farm) location
The role
Lead a team of motor assessors to provide virtual and on road assessments to Motor Claims Customers. This role will be accountable for the team’s performance and through coaching and development will ensure the achievement of assessing cost, timeliness, and quality objectives.
You will be focused on delivering exemplary customer service to get our customers back on the road. It will be an escalation point for customer complaints.
What you’ll do
- Achieving defined customer and financial targets
- Leading, coaching and managing an engaged team to deliver desired performance outcomes against agreed business objectives
- Monitoring Operational Excellence metrics and providing daily updates to team members ensuring assessing cost, efficiency, productivity, and customer satisfaction targets are met
- Allocating and managing workflows within the team Manage customer escalations to a solution agreeable to customer and business or elevate through Motor Claims Management and ICR process
- Leading a culture of continuous improvement and customer obsession using insights to improve team performance across key metrics
- Ensuring quality assurance targets are met and the team are always compliant with Suncorp policies and procedures
- Working with Assessing & Repair Performance team and Motor Claims Manager – Repairer to ensure compliance with assessing policies and procedures through a program of regular training, monitoring, feedback, and improvement processes
- Actively drives relationship management with key internal stakeholders, support areas, departments and business lines as necessary
- Management of risks and performance, including Quality Assurance targets
- Actively drives positive customer outcomes with Manager Motor Claims – Repairer Stakeholders
What you’ll bring
- Experience leading customer service roles (desired)
- Knowledge of motor assessing industry (desired)
- Current Australian driver’s licence (mandatory)
- Business related Degree or Diploma (desired)
If you are interested, apply now. For more information, contact liam.saif@suncorp.com.au
