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Customer Service Officer

2 weeks ago

North Lakes, Queensland, Australia Auto & General Insurance Full time $104,000 - $130,878 per year

To deliver exceptional customer service and effectively and accurately apply key controls throughout the vehicle repair process, with a strong focus on adhering to General Insurance Code of Practice (GICOP) contact timeframes. This role is responsible for achieving optimal customer service performance, applying robust controls, and adhering to best practice process and procedure frameworks (HiYa).

The Customer Service Officer will collaborate with assessors, frontline motor claims teams, and other stakeholders, including repairers, to ensure a seamless repair experience for our customers. This will be achieved by demonstrating 'one team' behaviours, fostering excellent customer relationships, maintaining high service levels and professionalism, and taking full ownership of the customer's repair journey and claim fulfilment.

    • Deliver exceptional customer service and manage all associated system and administrative processes throughout the customer repair journey, ensuring full compliance with the GICOP.
  • Effectively manage hire car arrangements and proactively oversee customer progress within the repair network.
  • Resolve level one customer complaints efficiently and professionally.
  • Work efficiently to strict deadlines and apply best practice protocols with minimal supervision.
  • Support cohesive team initiatives, including workload sharing and balancing, to maintain consistent customer service standards.
  • Proactively identify and resolve issues, remove blockers, and make timely decisions to ensure customer repairs are completed on schedule and to a high standard.
  • Actively contribute to a positive and collaborative team environment, providing support to colleagues.
  • Take ownership of actions, demonstrate an open-minded approach, and commit to continuous learning and development.

  • Proven experience in delivering exceptional customer service and engagement.

  • Demonstrated ability to effectively prioritise and manage a varied workload.

  • A professional demeanour, strong interpersonal skills, and high levels of personal resilience.
  • A collaborative team player who actively supports colleagues and embodies our 'one team' values.
  • Strong written and verbal communication skills.
  • Proficiency in using claims and assessing software packages, with strong general computer literacy.
  • Sound analytical and problem-solving abilities.
  • Well-developed and demonstrated understanding of the legislative, regulatory, and compliance obligations to operate within the FSR environment.