Customer Support Officer

2 weeks ago

Newcastle, New South Wales, Australia Fortress Collision Repair Group Full time
Customer Support Officer - Collision Repair

Fortress is an independent, market-leading automotive repairer and partner of choice for insurers. We specialise in high severity collision repairs, including complex, non-drivable, EV, and mechanical repairs.

Our commitment to quality repairs is matched by our dedication to our people. At Fortress, we believe in putting people first — creating a workplace where employees feel valued, supported, and challenged. Our team is motivated by both the success of the business and their own ongoing growth and achievements.

The role

We are seeking an experienced and customer-focused professional to take on a front-of-house role, responsible for ensuring a responsive, seamless, and informative experience throughout the repair journey.

Manage the end-to-end customer repair cycle, including booking, updates, and serving as the main point of contact.

Liaise with key internal functions, external suppliers, and assessors.

Maintain accurate records in our repair management software (IBody).

Promote a strong service culture by responding effectively to customer needs and supporting team operations.

Experience

Minimum 3 years' experience in a customer service-oriented environment, collision/automotive experience highly desirable.

Demonstrated ability to deliver professional and efficient service to customers, suppliers, and other stakeholders.

Strong capability in handling customer care and complaint resolution.

Proficient in Microsoft Office and Cloud-Based Management Systems; IBody exposure is advantageous.

What we expect

Excellent communication and interpersonal skills.

A can-do attitude and ownership mindset.

Strong multi-tasking, time management, and prioritisation abilities.

Motivation to grow, upskill, and be a top performer in your profession.

What you will get in return

Our success is a credit to our people, skills, and culture. At Fortress Collision, we recognise and reward talent and dedication. If you are a high performer, you will find a place here where your contributions are valued.

Best-in-industry pay and performance incentive programs.

A genuine commitment to your skills development and career progression.

A strong workplace culture built on teamwork and respect.

Long-term job security and opportunities for growth.

How do your skills match this job?

Sign in and update your profile to get insights.

Your application will include the following questions:

  • Which of the following statements best describes your right to work in Australia?
  • Do you have a current Australian driver's licence?

To help fast track investigation, please include any relevant details that prompted you to report this job ad as fraudulent, misleading, or discriminatory.

What can I earn as a Customer Support Officer?

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