Customer Relations Specialist

• Join a team of devoted problem solvers dedicated to getting the right outcomes for their customers
• Hybrid working, flexible start times and the autonomy and freedom to plan your day
• 2 x full-time secondment opportunities available
• Flexibility on role location

The Customer Relations team is committed to continuously improving the quality of our customers’ experiences. We have the benefit of complete oversight, the necessary relationships and are a team of critical thinking experts that are solely motivated in using the examples we’re presented with, to improve the way in which we interact with our customers and more broadly their experience with general insurance products.

What you’ll do

• Lead end-to-end resolution of verbal and written customer complaints
• Ensure fair, balanced, and timely outcomes
• Communicate clearly, empathetically, and professionally
• Apply policy with sound judgment and discretion
• Balance customer needs with business goals
• Build rapport to support customer retention
• Maintain compliance with ASIC RG271, General Insurance & relevant legislation
• Accurately document complaint details and resolutions
• Identify trends and share insights to improve processes

What you’ll bring

• Minimum 12-18 months in a general insurance claim or product role across Motor and Property Insurance
• Advanced ability to coordinate and manage your own portfolio in line with customer expectation, regulatory and industry code timeframes
• Personal attributes of self-awareness, empathy and resilience are crucial
• Advanced knowledge of products, systems and processes, relevant compliance standards, legislative requirements and industry codes
• Dispute resolution, negotiation or mediation studies desired
• Comprehensive knowledge of industry complaints, industry trends and process and procedures
• Comprehensive understanding of AFCA terms of reference
• Working knowledge of team standards and metrics, centre benchmarks and company standards

Apply now

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Advertised: 29 Jul 2025 AUS Eastern Standard Time
Applications close: 08 Aug 2025 AUS Eastern Standard Time