About the Role

The purpose of the role is to contribute to and support the icare HBCF team and key stakeholders with enquiries from builders, homeowners and insurance brokers through multi-channel environments.

Be the central point of contact for the customer. Collaboratively with customers, internal and external stakeholders, and each other to provide an effective centralised administrative function for Home Building Compensation Scheme.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• 17.5% annual leave loading
• icare day – access to an extra day’s leave
• Comprehensive learning and development support aligned to icare’s Core Capabilities.
• Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
• Access to our Employee Assistance Program

Duties

It’s an exciting time at icare where no two days are the same; as a Customer Support Officer you will be involved across:

• System Workflow Management: Manage a range of administrative processing and operational support tasks within Home Building Compensation Schemes case management systems; including but not limited to CRM and CMS.
• Service Requests: Provide information and support to manage expectations of the customer. Collate relevant information and contribute to the development of a customer support policy.
• Email inbox management: Manage relevant inboxes by actioning all internally and externally received documents, reports, invoices and requests in accordance with agreed business process and timeframes, including but not limited to uploading documents, applying correct naming protocols, document categorisation, and finalising documents.
• Enquiries: Respond to enquiries either by phone, email of by chat, often as the first point of contact for the team / business unit, ensuring an accurate and timely response.
• Telephony Support: Responsible for telephony support and management, often as first point of contact through Home Building Compensation Schemes platforms including Microsoft Teams and Genysis. Provide customer service support through direct resolution or escalation of enquiries to relevant team / business unit.
• Ad Hoc assistance:  Provision of other supports and assistance as directed by Operational Support Team Lead. Support the Team Lead and builders warranty team in the development of the support model and in procedures to address specific issues.
• Records Management: Manage and maintain physical and digital records for the team/business unit in accordance with records management policies and procedures and confidentiality/privacy requirements. Contribute to the establishment and maintenance of data, reporting and analytics capability to enable continuous improvement.
• Self-management: Prioritise workloads and workflows to ensure team KPIs are met.
• Mindset: Support the ongoing evolution of Operational Support by seeking opportunities to improve the way we deliver our services, adopting a flexible change mindset, and embracing a culture of ongoing continuous improvement within the team.

Skills & Experience

• Relevant customer support handling experience within a similar environment including management of key stakeholders and at-risk customers.
• Familiarity with Microsoft Windows Operating System and Microsoft Office Suite.
• Experience in business administration.
• Experience in a customer service environment.
• Strong organizational, analytical, and time-management skills.
• Ability to work in a team-oriented and collaborative environment.
• Relevant experience working in a Guidewire environment is preferred.

Culture

We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply.   We are committed to our people’s development so the people of NSW can thrive.

About the Company

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work. 

• For more information about icare visit our website
• icare operates a direct sourcing model so no agency introductions will be accepted

• We are a Circle Back Initiative Employer – we commit to respond to every applicant
• A talent pool may be created through this recruitment process.

Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.