Join HomeRepair and lead a high-performing team supporting customers through the claims process. This role is focused on building capability, driving performance, and creating a positive, customer-first environment for Technical Support Officers and Case Managers.
Working closely with leaders across the business, you'll play a key role in lifting team performance, improving the claims experience, and supporting ongoing growth and change.
What you'll be doing
- Lead, coach and develop a team to deliver robust customer, staff and trade performance outcomes
- Build a high-performing, engaged team focused on service, efficiency and continuous improvement
- Drive a customer-first mindset through hands-on coaching and support
- Manage day to day team operations, including claim allocation and workflow management
- Deliver on team and business SLAs through clear planning and performance management
- Run regular 1:1s and team meetings to support development and accountability
- Support complex customer interactions and resolution strategies
- Identify and implement improvements to enhance the customer experience
- Proactively manage risk, compliance and identify potential fraud or vulnerable customers
- Build strong relationships across the business and contribute to broader initiatives
- Lead the team through periods of growth, change and evolving priorities
What you'll bring
- Proven experience leading a customer service or claims-based team
- Strong understanding of claims processes (insurance or related environment)
- Demonstrated ability to coach, mentor and lift team performance
- Confident managing small to medium sized teams in fast-paced environments
- Excellent customer service and conflict resolution skills
- A proactive, resilient mindset with the ability to adapt to change
- A focus on continuous improvement and operational efficiency
Nice to have
- Cert IV in General Insurance or similar
- Coaching or leadership training
- Knowledge of insurance regulations, building terminology or trades
Technical knowledge
- Understanding of general insurance products and principles
- Knowledge of the Privacy Act and General Insurance Code of Practice
- Ability to interpret policies and identify practical solutions
- Strong judgement in identifying risk and potential fraudulent activity
Why work for HomeRepair?
- Hybrid working (3 days WFH)
- 20 weeks paid parental leave for the primary carer
- 1 x wellness day per year
- Flexible work hours
- Modern office facilities with access to a free gym onsite
- Breakfast, snacks, fruit, tea and coffee provided
- Access to ongoing training and professional development
- Employee Assistance Program to support health and wellbeing
- 25% discount on Suncorp insurance
This role will be subject to a successful National Police Check.
For any questions or a confidential chat, please contact: Jazzmine Renn - Talent Acquisition Specialist on @homerepair.com.au
We are an equal opportunity employer committed to creating an inclusive and diverse workplace. We welcome applicants from all backgrounds and experiences. If you require any adjustments to the recruitment process to support your application, please let us know.