Customer Delivery Coordinator

1 week ago

Mulgrave, Victoria, Australia Private Advertiser Full time $60,000 - $90,000 per year

Who Are We:

We are a growing National Insurance Builder who is safe-guarding communities and unlocking potential. As a Customer Delivery Coordinator youwill provide integral support to customers and partners as their homes and businesses are repaired after an event or disaster. This role ensures the timely and accurate completion of claims processing, documentation and customer contact.

Role Overview:

The Customer Delivery Coordinator will provide integral support to customers and partners as homes and businesses are repaired after an event or disaster. Manage end-to-end claim handling and coordinate emergency make safe activities to ensure properties are secured, risks are mitigated, and repairs progress in line with KPIs, regulatory requirements and partner service levels.

The Customer Delivery Coordinator with also liaise with property owners, insurers, loss adjusters, trade contractors, specialist consultants and internal teams throughout the claim lifecycle to ensure safe, timely and high-quality outcomes.

Key Responsibilities:

  • Receive new job allocations, triage and assess complexity, and organise urgent make safe repairs with internal stakeholders where applicable.
  • Manage customer and partner enquiries via telephone, email and system updates with empathy and clear communication; identify and support vulnerable customers throughout the repair process.
  • Coordinate on-site assessments with customers, including managing assessment runs and bookings for assessors and trades; liaise with external providers and partners to keep work on timeline.
  • Triage emergency make safe requirements and promptly engage appropriate trades (e.g., storm, fire, flood events); register make safes and action any make safe or specialist report requirements.

  • Review scope of works required for make safes, estimate costs, and raise purchase orders to trades; review trade make safe reports for accuracy and upload to insurer portals.

  • Monitor fairness and reasonableness of trade costs for make safe works; track and compile make safe cost variations for billing; invoice completed make safes to the insurer.

  • Monitor and action incoming enquiries and emails, field calls and ensure accurate records are maintained and relevant staff informed; proactively progress claims to meet KPIs and provide regular status, timeline and next-step updates to customers.
  • Foster safety, compliance and communication with external trade contractors; adapt to surge events with flexibility in working hours as required.
  • Perform other reasonable duties as required by the leadership team.

Skills and Experience:

  • Previous experience in a customer service role or similar would be beneficial
  • Experience working in construction or insurance industry preferred
  • Strong verbal and written communication
  • Intermediate computer skills with proficiency in the Microsoft suite (Word, Excel and Outlook)

What We Offer:

  • An all-inclusive team culture where our people feel valued, respected, and empowered.
  • Comprehensive onboarding and training.
  • Fun team camaraderie and events.
  • Opportunities for growth and development.

*Please note that all successful candidates will be subject to a police background check. Passing this background check will be a mandatory requirement for employment

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