Customer Experience Specialist

2 weeks ago


Adelaide, South Australia Suncorp Group Full time
About Suncorp Group

Suncorp Group is a leading insurance and banking company that has been serving customers for over 100 years.

Job Summary

We are seeking a Customer Experience Specialist to join our team in Adelaide. The successful candidate will be responsible for providing technical support, quality assurance, claims processing, training, developing and coaching team members to perform their best.

Key Responsibilities:
  • Support the team leader to achieve strategic business goals by collaborating effectively and prioritizing tasks efficiently.
  • Develop and deliver comprehensive training programs to new staff, ensuring they have the necessary skills and knowledge to excel in their roles.
  • Offer technical support and coaching to the claims team, empowering them to succeed and meet service standards.
  • Build strong relationships with colleagues and external stakeholders by communicating effectively and working collaboratively in diverse teams.
  • Perform quality assurance tasks with exceptional accuracy, reviewing and approving claim payments as required.
  • Manage a portfolio of claims within established service standards, demonstrating attention to detail and problem-solving skills.
  • Identify opportunities for process improvement and implement changes to optimize team performance and efficiency.
  • Adopt the EMPOWER model to provide high-quality listening and coaching, driving team success and customer satisfaction.
Requirements

To be successful in this role, you will need:

  • A proven ability to train, coach and mentor team members, fostering growth and development.
  • Excellent communication and interpersonal skills, enabling effective collaboration and stakeholder engagement.
  • Strong problem-solving skills, with the ability to work independently and prioritize tasks effectively.
  • The capacity to adapt to changing circumstances and positively embrace innovation and change.
  • Knowledge and understanding of insurance claims processes, with a focus on delivering excellent customer experiences.
  • A high level of attention to detail, with a commitment to accuracy and quality in all aspects of your work.
  • Strong customer service skills, with a passion for delivering exceptional outcomes and exceeding customer expectations.
What We Offer

Suncorp's employee benefits are designed to support, empower and reward our people. Some of the benefits we offer include:

  • Exclusive discounts and rewards across a range of retailers and brands, including Myer, David Jones, Coles and Woolworths.
  • Study support, encouraging external learning and professional development.
  • Generous parental leave provisions, supporting employees in balancing work and family responsibilities.
  • A comprehensive wellness program, promoting health and financial wellbeing through discounted gym membership plans and access to major brand health insurance.


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