10 Dec
Johns Lyng Group
Burleigh Heads
Call Centre & Customer Service Manager QLD Regional - Burleigh Heads Permanent / Full Time
8/12/2025
- Location: Burleigh Heads (Gold Coast)
- Full-time | Careers, not jobs
- Set the standard for Customer First service at JLG?
Burleigh Heads, Gold Coast | Full-time | Careers, not jobs
At Johns Lyng Group, we're here for customers when life is disrupted. Our purpose is Restoring today, building beyond tomorrow for customers and communities — and the National Claims Hub sets the tone from the very first contact.
We're looking for a people-first leader who brings drive and energy, genuine motivation, and unwavering integrity — someone who wants to build a career while making a real difference in customers' lives.
What you'll lead
You'll lead the Johns Lyng Group Claims Hub team of 40+ dedicated team members (extended hours) and ensure an exceptional start to every claim across phone, email and messaging, including:
- Delivering strong service performance and first-contact resolution (speed, responsiveness, quality)
- Ensuring accurate claim registration and high-quality handovers that set our Business Units up to deliver great customer outcomes
- Overseeing Customer Care to support vulnerable customers, manage complaints, and drive service recovery with Business Units
- Owning customer feedback programs (internal and external) and lifting NPS and CSAT across key milestones in the claim journey
- Partnering with our after-hours provider (TMC) to ensure consistent 24/7 support through performance monitoring, feedback, and continuous improvement
What you'll bring
- 4+ years' leadership experience across customer operations (contact centre, claims intake, customer ops or similar), ideally leading multi-team environments
- Exposure to the insurance repairs / restoration / building or claims environment (highly regarded)
- Confidence leading performance through coaching, quality standards, and transparent expectations
- Calm, empathetic judgement when handling escalations, complaints, and vulnerable customer matters
- A practical improvement mindset — you look for better ways and follow through
Why join JLG
- Careers, not jobs: real development, growth pathways and support
- Purpose-led work that impacts people and communities
- A strong team culture built on ownership, pace, and doing the right thing
You must have full work rights for Australia and be prepared to undergo a criminal background check as part of the recruitment process
Ready to set the standard for Customer First service at JLG? Apply now.
📌 Claims Hub Operations Manager (Burleigh Heads)
🏢 Johns Lyng Group
📍 Burleigh Heads
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