Part-time Customer Service Specialist

HIA Insurance Services (HIAIS) is a specialist insurance broker, providing insurance products and risk advice to the residential building industry. Formed in 1984, HIAIS is as a joint venture between two leaders in their respective industries, Aon and the Housing Industry Association (HIA).

Part-time Customer Service Specialist (3 days weekly (22.5hrs))

As a Customer Service Specialist, you will help deliver the smooth operations of our National Service Team and support business objectives. Through collaboration with our team of Brokers, this role will deliver exemplary customer service and comprehensive administrative assistance.

Part of our insurance & construction industry service support team, you will be responsible for updating various client information into our internal systems, whilst supporting clients during their insurance application process. You will manage a range of administration and customer service tasks for a variety of our clients and stakeholders.

Who are Aon and HIA?

Our joint venture provides us with the unique opportunity to leverage the risk and insurance expertise of Aon, with the HIA's deep knowledge of the housing industry.

HIA is Australia's only national building industry association, representing the interests of the housing industry at regional and national levels. Our extensive membership program for the last 70 years has supported residential builders, trade contractors, developers, design professionals and more.

Aon is in the business of better decisions. A leading global professional risk, retirement, and health solutions services firm, at Aon we shape decisions for the better, to protect and enrich the lives of people around the world. As an organisation, we are united through trust as one inclusive, diverse team, and we are passionate about helping our colleagues and clients succeed.

What the day will look like

• Manage enquiries and requests interacting through web portals, email and phone calls
• Through knowledge-based development, manage a variety of service and administration tasks, including insurance applications, amendments and cancelations, policy renewals and handling client payments
• Check and process Home Warranty and Domestic Building Insurance applications
• Monitor insurance policies and deadlines to send renewals out within contractual timeframes
• Maintain and update client CRM databases and online platforms, including data entry of client information into Aon systems a shared inbox across the team
• Working with Excel data and reports to manage efficient and accurate invoicing
• Collaborate and manage key stakeholders, including Broker, services and Insurance teams, as well as providing customer service where required
• Assisting with additional administrative tasks and ad hoc management / project tasks as and when required

Skills and experience that will lead to success

This opportunity would suit someone with the following skillset:

• Demonstrated strong administration and customer service skills
• Able to follow financial / insurance procedures and investigate issues to solve problems
• Can work autonomously and in a fast-paced environment, leveraging time management abilities
• Ability to assess and complete work with a high level of attention to detail
• Able to prioritise multiple complex tasks to ensure deadlines are met
• Professional communication and presentation skills
• Positive attitude and a willingness to contribute to a high performing team and culture
• Demonstrated experience in a customer service environment and team collaboration
• Comparable client servicing / sales experience
• Comparable insurance industry experience
• Intermediate experience using software programs, such as MS Office and CRM platforms

How we support our colleagues

In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two "Global Wellbeing Days" each year, encouraging you to take time to focus on yourself.  We offer a variety of working style solutions, but we also recognise that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working

Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.

We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation on 

Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace. 

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