Customer Support Lead (Ops)

• 12-Month Secondment
• Brisbane Based

About the role:

The Customer Support Lead (Operations) plays a vital role in delivering safe, effective, and community-focused field operations across the Customer Support Team.

This role is accountable for the operational readiness of deployments, ensuring the seamless coordination of logistics, rostering, travel, and asset management.

It oversees the governance and custodianship of vehicles and Mobile Hubs, embeds safety protocols, and provides on-the-ground support to enable responsive and empathetic customer service. Through strong collaboration, technical insight, and a focus on continuous improvement, the role supports capability development, consistency in deployment practices, and the use of data and technology to enhance claims processing and community outcomes.

 More specifically, you will:

• Lead the end-to-end coordination of deployment logistics, including rostering, asset readiness, travel, and accommodation planning.
• Drive deployment efforts to accelerate claims progression and deliver empathetic, efficient support to communities impacted by natural disasters.
• Maintain oversight and governance of deployment assets, including vehicles, Mobile Hubs, and equipment custodianship.
• Ensure safety protocols, site assessments, and hazard controls are embedded and actively upheld across all field operations.
• Provide remote and on-the-ground support for deployed technology, including troubleshooting and issue resolution.
• Partner with leaders and team members to strengthen deployment readiness and capability.
• Contribute to the induction, coaching, and development of team members engaged in field support roles.
• Promote consistency across onboarding, deployment briefings, and debriefing processes to ensure alignment and preparedness.
• Act as a subject matter expert for the Suncorp Control Centre (SCC), supporting natural disaster claims processing, reporting optimisation, and regulatory compliance.
• Oversee the use of technology tools and data analytics to improve field-based claims assessment, driving faster and more accurate responses.
• Foster collaboration with local councils and key stakeholders to support data sharing and enable timely, informed decision-making.
• Support proactive community engagement initiatives aimed at educating customers in high-risk areas, promoting resilience and preparedness.
• Lead on-the-ground claims lodgement and review during peak disaster periods, ensuring timely and accurate processing.
• Contribute to initiatives that educate communities on insurance processes during natural disasters, building trust and transparency.
• Champion customer service approaches tailored to the specific needs of disaster-affected individuals, ensuring alignment with regulatory and organisational standards.

Key Stakeholder Relationships:

Foster collaborative and strategic relationships with

Internal Stakeholders

• Disaster Management Team
• Consumer Insurance Teams
• Portfolio Prevention & Protection (Home & Motor), including Home Tribe
• Corporate & Regulatory Affairs 
• Brand & Customer Experience
• Real Estate & Physical Security
• Fleet Management

External Stakeholders

• External suppliers and partners as required
• Communities impacted by natural disasters
• Government agencies and Local government areas (LGA)

About You:

• Bachelor's degree in a relevant field (e.g., insurance, risk management) or equivalent experience in claims handling and disaster response.
• Holds a current Open Class C driver’s licence (or equivalent), permitting unrestricted driving of standard motor vehicles.

Key Experience:

• Experience in towing and setting up mobile assets (e.g., caravans or trailers), including safe hitching, manoeuvring, and operational use in a field-based or remote environment.
• Extensive experience in natural disaster claims processing within the insurance industry, with a deep understanding of policy coverage, claims assessment, and regulatory compliance.
• Strong leadership skills, with the ability to coordinate and motivate teams to deliver exceptional service during challenging circumstances.
• Proficiency in leveraging technology platforms and data analytics tools to optimize claims workflows and improve response efficiency.
• Excellent communication and stakeholder management skills, with a track record of building productive relationships with internal and external partners.
• Ability to work collaboratively in a team environment and build relationships across different departments
• Commitment to customer-centricity and a passion for supporting disaster-affected communities through responsive and empathetic claims handling.
• Willingness to deploy to disaster-affected areas and work flexible hours as needed to support timely claims processing and customer support efforts.