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Claims Team Leader

2 weeks ago

Heidelberg West, Victoria, Australia Pattersons Insurerbuild Full time $20,000 - $100,000 per year


About the business

Established in 1996, Insurebuild has been servicing the insurance industry for 29 years, providing specialised insurance building repairs across Australia following an insurable event such as fire, flood, impact, storm and malicious damage.

About the role

We're looking for a highly motivated Claims Team Leader to join our growing team and support the successful delivery of major insurance repair projects valued between $20,000 – $100,000. This is a fantastic opportunity to step into a leadership role that combines operational oversight, people management, and project coordination within the insurance repair industry. As the Claims Team Leader, you will lead and manage a team of Repair Coordinators, working closely with the building team to support the end-to-end administration of major repairs. You'll play a critical role in ensuring that our projects meet high standards of quality, timeliness, and profitability, while adhering to contractual, financial, and regulatory requirements.

This is a Full -time office-based role based at Heidelberg West office.

This role focuses on three key performance areas:

  • Portal Updates

  • Customer Contacts

  • Repair Lifecycle Management

You'll monitor and report on team KPIs, identify performance trends, and support continuous improvement in coordination practices.

Key Responsibilities

  • Lead, coach, and support a team of Repair Coordinators in managing major insurance repair claims.

  • Issue client documentation, and set up and maintain job files, drawings, and contract registers.

  • Actively participate in the phone roster and meet personal KPI targets for inbound/outbound calls.

  • Prepare compliance documentation and manage paperwork associated with contracts, permits, and Home Owners Warranty.

  • Accountable for your team's claims performance—ensuring efficient turnaround times and proactive communication with insurers and insureds.

  • Raise progress and final claim invoices monthly, in line with requests from Project or Construction Managers.

  • Monitor reconciliation of completed jobs, including balancing of PS & PC items, and closing permits and compliance documents.

  • Participate in and lead WIP (Work in Progress) meetings, providing updates on invoicing and job status.

  • Oversee accurate and timely invoicing, including callouts, managed cost-plus, and progress/final claims aligned with forecasts.

  • Act as a point of escalation for claim disputes, complaints, or workflow bottlenecks.

  • Communicate clearly and lead by example—empowering and motivating your team to perform at their best.

We're looking for people with:

  • Proven experience in claims management, building repairs, or construction administration.

  • Proven leadership skills in a fast-paced environment

  • Strong understanding of insurance repair processes and client communication standards.

  • Excellent organisational and time management skills.

  • Ability to analyse data and report on KPIs.

  • Knowledge of building regulations, OH&S practices, and contract administration.

This role will be subject to a successful National Police Check.

InsureBuild are committed to diversity, inclusion, and new ways of working and encourages Aboriginal and Torres Strait Islander People to apply.

Please visit our website for more information about our company

Please note we are not engaging with recruitment agencies, and we will not be responsible for any fees relating to unsolicited resumes sent to us.