Purpose of the Role:
To deliver excellence in customer service delivery and effectively, accurately and apply key controls to all drive vehicle repairs, focusing on the General Insurance Code of Practice (GICOP) contact timeframes.
Responsible for delivering optimal levels of customer service performance, application of controls and the best practice process & procedure frameworks (HiYa). To work collaboratively with assessors, frontline motor claims and other stakeholders including repairers to ensure a smooth repair process for our customers.
Position Accountabilities
- Deliver excellent customer service and all associated system and administrative processes associated with the customer repair journeys, ensuring compliance with the GICOP
- Ability to resolve level one customer complaints
- Ability to work to strict deadlines and apply best practice protocols with minimal supervision
- To support cohesive IAC, Statewide and National initiatives, and workload sharing/ balancing of customer service standards.
- Identify issues, remove blockers and make decisions to get customers repairs completed in a timely manner
- Promote positive team culture and enhance a vibrant work environment
What experience you’ll bring;
- Exceptional customer service engagement and service delivery
- Excellent ability to prioritise work
- Professional approach, ease of engagement and high levels of personal resilience
- Excellent team member who can positively support colleagues and live our ‘one team’ values
- Strong written and verbal communication skills
- Computer literate for all claims & assessing software packages
- Good Analytical and problem-solving skills
The benefits of working at A&G;
- Location – This will be based in North Lakes office.
- Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
- Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
- Grow with us - we’ve got learning and professional development opportunities to suit everyone.
- Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
- Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
- Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
- Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
About us
Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.
Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance.
We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today.
Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.
- A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.
