Claims Manager

**Key Role Information**:

- **Locations**:Townsville & Toowoomba (Hybrid)
- **Contract Role**:Commencing 24 November 2025 until 29 April 2026
- **Hours**:Full-time, Monday-Friday (rotating roster 8am-6pm)
- **Salary**: $79,500 inclusive of 12% super
- **Training**: 5-week structured program

**What It’s Really Like to Be a Claims Manager at Suncorp**:
**As a Claims Manager, people think I just manage claims. But what I really do is help people on some of the worst days of their lives - and we’re looking for others who are just as passionate about making a difference.**

When storms hit or fires break out, our phones ring. I could be speaking to someone whose home is underwater, whose roof has collapsed, or who’s just lost everything. It’s not easy, but it’s real, human work, that matters - because customer obsession is at the heart of everything we do.

I joined Suncorp because I wanted to make a difference. What I found was a role where I’m challenged every day, backed by a team who truly gets it, and supported by leaders who check in, especially after the tough calls.

** What I Do as a Claims Manager**:
No two days are ever quite the same, but here’s what you can expect:

- **Listen, really listen**: I speak with customers who are often overwhelmed or vulnerable. I give them the space to be truly heard, because customer obsession starts with understanding.
- **Be a calm, steady guide**: I walk them through what’s covered in their policy, what will happen next, and make the complex feel simple.
- **Balance heart with policy**: I make fair, transparent decisions that respect both the customer’s situation and our guidelines.
- **Keep things moving**: I manage my own portfolio of claims end-to-end, making timely decisions and keep things moving, especially during busy times.
- **Solve problems**: Every customer’s situation is different. I think critically and creatively to find the best way forward, especially when things don’t go to plan.
- **Stay on top of the detail**: I document everything accurately, it’s how we stay accountable and ensure customers feel confident in the process.
- **Lean on your team**: Some calls are challenging, but I’m part of a supportive group who debrief together, check in, and keep things human.

**What You’ll Bring**:
This isn’t a script-reading call centre job. It’s fast-paced, emotionally complex and deeply human.

You’ll do well here if you bring:

- **Compassion**:A calm, compassionate voice that brings reassurance, even in tough conversations
- **Resilience**:Emotional resilience with the ability to manage your wellbeing and stay grounded
- **Confidence**:Confidence to make clear, fair decisions and communicate them with clarity
- **Detail-Focused**:Sharp attention to detail paired with the skill to balance multiple priorities
- **Empathy**:Genuine empathy and care for customers navigating challenging times
- **Growth Mindset**:Experience in customer service, claims, insurance, or fast-paced environments is valued, but what matters most is a growth mindset and passion to make a real difference

**What’s in it for you**:

- **Hours**: Full-time, Monday to Friday (rotating roster between 8am-6pm) - contract role until 29th April 2026.
- **Location**: Hybrid working — just two days a week in the office
- **Salary**: $79,500 inclusive of 12% super
- **Training**: Five weeks of structured, supportive training, setting you up to succeed and grow from day one.
- **Work From Home Setup**: Reliable internet, webcam, dual screens, ergonomic desk and chair, everything you need to be your best.
- **Support**: Leaders who genuinely care, real-time coaching to help you shine, access to Employee Assistance Programs, and a kind, capable team that has your back.

**Why I Stay**:
This job isn’t for everyone. You need thick skin and a big heart. You’ll have days where the calls are tough, and you feel stretched. But if you’re someone who finds purpose in helping people when it really counts, you’ll find this role incredibly fulfilling.

For more information, please contact our delivery partners on 02 8223 9659.

**Advertised**: 10 Nov 2025 E. Australia Standard Time
**Applications close**: 16 Nov 2025 E. Australia Standard Time