Customer & Operations Support

**About us**

At Auto & General (A&G), we provide great products and services 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 products as well as Roadside Assistance.

**Purpose of the Role**

The Customer & Operations Support, Alliance Products role is responsible for providing day to day operational support to the Alliance Product Managers & Alliance Operations Manager on the Roadside Assistance, Life and Travel Insurance businesses across Sales, Service, Claims and customer experience matters.

**Accountabilities**
Reporting to the Alliance Operations Manager, you will be responsible for:

- Customer Experience & Service Improvement:
Analyse customer interactions to identify errors, gap in knowledge and ways to positively improve the overall customer experience
- Service Level Management
Provide proactive & comprehensive oversight of the third-party alliance’s performance across key operational & contractual SLAs, particularly where potential regulatory impacts could occur
- Complaint management
Monitoring complaint handling and reporting for all Roadside, Travel & Life products (including external partners) and using these insights to work closely with Alliance Operations Manager and Product Managers to ensure learnings create continuous improvement.
- Product Administration
Be a SME on all aspects of the Roadside, Travel and Life products; including the product end to end process, helpdesk and providing support to the Sales, Service and Digital Contact Centres, internal & external stakeholders.
Support Alliance Products Team with general administration activities.

**Qualifications and Experience**:

- Proven customer conflict resolution and negotiation skills
- Proven customer service and external relationship management abilities
- Ability to work within a team environment
- Strong oral and written communication skills
- Proficient level of computer literacy, including MS Office and various other user platforms
- Able to develop and build key stakeholder relationships internally and externally
- Confident in decision making skills and proactive in problem solving
- Ability to work autonomously or within a team
- Process writing experience including end to end processes
- Quality Assurance skills, including the ability to identify trends and propose solutions and processes to resolve, while producing reporting to demonstrate improvement.
- Outstanding organisational skills, a sound ability to prioritise and manage competing deadlines and varying workloads.
- Strong attention to details
- RG 146 Tier compliance or ability to obtain the qualifications within the first three months (Company sponsored, and training provided).

**Our Perks**
- Location - Our office is conveniently based in Toowong Village shopping centre - a city fringe location with access to retail, restaurants, various parking options and public transport.
- 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 are 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.

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 Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.