Building Repair Coordinator

Work Type : Full Time

Location : QLD
- Are you a Customer Service professional looking for a new challenge?
- Are you looking for a business that promotes strong culture and values
- Brisbane North side Location - Work close to home

**About us**

At Auto & General (A&G), we provide smarter products and solutions to safeguard our customers in their time of need. Our range of general insurance products protect customers on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet and Travel Insurance products as well as Roadside Assistance.

Visit our website to find out more.

**The role**

The Building Repair Consultant will support the panel of Home Building Repair Partners, and their respective portfolio of claims, deliver an excellent claims experience for Auto & General customers through superior levels of customer service, whilst achieving cost effective and quality building repairs. This includes ensuring repairs are completed quickly and efficiently through the review of building repair claims, including scopes of work, causation reports and quotes, and maintaining robust communication and relationship management with the Building Partners and other related internal and external service providers.
- Repair lifecycle management to maximise timeliness
- Manage customer complaints in relation to faulty or ineffective repair work
- Manage end to end rectification including customer contact, triage and outcomes, in consultation with Assessing and Recoveries
- Liaise closely with the Home Claims, State Assessor and the Repair Relationship Consultant teams, as required to achieve positive outcomes for our clients
- Contribute to the achievement of claims management goals and objectives
- Customer satisfaction surveys in relation to building repairs
- Compliance with statutory, industry and company requirements
- End to end building repair process of home claims
- Proactive analysis and reporting on Building Partner performance with a focus on continuous improvement
- Management of inbound and outbound communication with Building Partners, Home Claims and customers
- Manage and monitor outstanding builder invoices as per Building Repair Partner contractual arrangements
- Manage escalated or overdue Building Partner enquiries

**What experience you’ll bring**
- Previous experience in customer service, particularly call centre environment
- Previous experience within a Home Claims role and/or the building industry preferred
- Sound working knowledge of insurance legislation and procedures
- Sound understanding of Home Claims processes
- Sound understanding of the building repair cycle and processes
- Excellent interpersonal skills, as well as verbal and written communication skills with ability to adapt to differing situations and skill levels
- Excellent Customer Service skills in line with Customer Connections methodology
- Ability to multi-task and prioritise workload in a fast paced, high pressure environment
- Ability to identify opportunities for process improvement and make recommendations for change particularly in Building Partner performance
- Excellent time management skills
- Self-starter and comfortable using own initiative
- Knowledge of reporting and analytic processes and tools

**Our perks**
- **North Lakes location** - a convenient location close to local retail, restaurants and other amenities.
- **Extra leave** - Enjoy additional leave days on us You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
- **Paid parental leave**:

- We support our new parents with paid parental leave and other benefits.
- **Workplace giving** - If you’re passionate about a cause, then we are too - we offer workplace giving and we’ll dollar match your donations to registered charities.
- **Development opportunities**:

- We’re championing your development with internal programs and access to a wide range of online courses.
- **Employee discounts** - You’ll receive discounts on Budget Direct insurance products.
- **Reward and recognition** - We reward high performance with employee recognition, reward and incentive schemes.
- **Onsite facilities** - There’s excellent end-of-trip facilities on offer and private spaces for nursing mothers.
- **Get social** - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.
- **Perks App**:

- Access to an employee benefits and discounts app called ‘Perks’ offering your great discounts, offers and programs across a range of areas.

**Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.**

*A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leader