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Apply now Job no: 640379
Work type: Permanent Full Time
Location: Sydney - Inner Suburbs & CBD, Brisbane - Inner Suburbs & CBD
Categories: Insurance, Strategy, Corporate & Professional Services, Pay Band 5

CTP Scheme Performance Advisor

  • Make a real difference to our people and our customers within this fantastic performance improvement role
  • A permanent role reporting into the Leader Scheme Customer Solutions
  • An opportunity to collaborate across teams and build strong relationships
  • Sydney OR Brisbane CBD location

The Customer & Performance Advisor role involves developing and managing a customer management framework for the NSW CTP Claims business in line with Group strategy, legislative requirements and customer vision. This framework should enable support for the NSW CTP Claims business to deliver an exceptional customer experience.

Key Responsibilities include:

  • Driving consistent application of processes & procedures in line with customer vision and legislation
  • Collaborating with the Learning & Development Advisors to ensure targeted feedback and coaching is provided to individuals and the wider NSW CTP business
  • Challenging and developing business processes to drive an improved customer experience, cost efficiency and claims performance
  • Developing and Managing a customer management framework focused on Net Promotor Score (NPS)
  • Embedding a customer management framework in the business in line with Group strategy and legislative requirements
  • Developing and implementing customer experience strategies in collaboration
  • Developing remediation strategies in response to QA, NPS and claims performance trends and feedback
  • Responding to Customer feedback by making customer calls and developing solutions to improve customer experience
  • Connecting to Group Customer function to ensure alignment between Group and NSW CTP claims customer strategy through cross business collaboration.

Skills & Experience:

  • Minimum 5 years Personal Injury Claims Experience
  • Experience with business coaching and delivery
  • The ability to establish mutually beneficial relationships built on personal credibility and expertise
  • The ability to work with all leadership levels and demonstrate a pragmatic and commercial approach to learning
  • High degree of business acumen, understanding of business drivers associated with the learning and development function
  • Demonstrated ability to work in a high performing team, willingness to share best practice and capable of giving and receiving candid and constructive feedback
  • Experience with establishing frameworks/processes to complete goals and allocate appropriate resources to achieve such goals
  • A commitment to increasing customer experience and delivering high quality solutions within required timeframes.


Working as part of the Suncorp Group you will have access to an unparalleled range of job opportunities across insurance and corporate services. We promote a high performance culture where people are rewarded for effort and dedication. We recognise and value commitment and encourage our people to maintain a healthy balance between their career and personal time.

If this role sounds like the challenge you have been looking for please submit an application online today. For a confidential discussion please call Annette Frasca on 02 8121 3236.

Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Daylight Time

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