Statewide Building & Restorations Group - Huntingdale VIC
As a Customer Service Officer, you will play a key role in supporting our Supervisors and Estimators while managing a portfolio of insurance building repair claims from allocation through to completion. Acting as the central point of contact between property owners, insurers, loss adjusters, trades, suppliers, supervisors, and estimators, you will ensure repairs are coordinated efficiently, delivered within budget, and completed in line with insurer service standards.
You will be responsible for providing exceptional customer service and administrative support throughout the claims process, maintaining regular communication with all stakeholders, coordinating appointments and repair schedules, and resolving enquiries in a timely and professional manner. Due to the nature of the role, you will be empathetic, highly organised, and capable of working in a fast-paced environment, supporting customers who have experienced events such as fire, storm, flood, and other insured losses.
This is a full-time, office-based position located at our Huntingdale office in Victoria, offering the opportunity to work within a collaborative team where customer service, coordination, and problem-solving are at the heart of delivering outstanding outcomes.
Why work for us:
We live and breathe our culture, here's what you can expect:
Attractive Salary Package
- Including bonuses and clear career progression pathways.
Growth opportunities & Development
- Ongoing training, mentorship, and opportunities to develop your skills and advance within the business.
A Social, Supportive Team
- Enjoy working with people who genuinely care, collaborate, and take pride in what they do.
Key Responsibilities:




Deliver exceptional customer service by managing inbound enquiries and providing timely updates to customers and stakeholders.
Respond to a high volume of incoming phone calls and emails, while making outbound calls to coordinate appointments, follow up on outstanding items, and progress claims.
Act as the primary point of contact for homeowners, insurers, loss adjusters, and trades throughout the repair process.
Maintain regular communication with all stakeholders, ensuring service levels and internal/external KPIs are consistently achieved.
Coordinate the scheduling of inspections, trades, and appointments using internal calendars and client systems.
Process new claim lodgements and update claim information through client portals and internal management systems.
Accurately maintain customer records, job notes, and documentation to ensure all information is current and compliant.
Prepare and distribute professional written correspondence, including emails, reports, and customer updates.
Liaise with internal departments to ensure repairs progress efficiently from claim lodgement through to completion.
Assist with general administrative duties and provide support to the wider operations team in a fast-paced office environment.
Proactively identify and resolve customer enquiries and issues, escalating matters where required to ensure a positive customer experience.
What We're Looking For:
Previous experience in an administrative or coordination role within property insurance claims is highly regarded
Excellent customer service and communication skills
Robust organisational and multitasking abilities
A proactive, can-do attitude and attention to detail
High attention to detail is a must
Experience in building, construction, or insurance is highly desirable
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📌 Customer Service Officer (Victoria)
🏢 Statewide Building & Restorations Group
📍 Victoria