Location

2-4 Greenhills Avenue, Moorebank, NSW, 2170, Australia

Job Category

Frontline

Employee Type

Permanent (PERM)

Manage Others

No

-

Highly developed verbal and written communication skills.
Previous experience working in customer service.
Strong computer skills with the ability to quickly learn the necessary systems, experience in industry specific systems preferred but not required.
Ability to effectively navigates tasks and manage workload, with the ability to adapt to unexpected demands as necessary.
Demonstrated ability to deal with challenging situations in a calm and professional manner, applying a problem solving, solutions focused approach when dealing with internal and external stakeholders.
Team player who thrives on providing positive support to colleagues and contributing to the broader organisational goals.
Demonstrated professional approach to work.

Secondary Hiring Leader - Lenore Elizabeth Grace Gurney

The Assessing Support Officer is responsible for ensuring that the administrative tasks and activities related to all components of the claim are appropriately prepared for the assessment of a damaged vehicle. This role plays a vital part in ensuring a smooth and effective assessment process thereby reducing claims duration and positively contributing to excellence in customer service delivery.

Provide exemplary customer service,



diligently following all relevant system and administrative protocols outlined in the knowledge system.
Maintain consistent and proactive communication with customers, ensuring they are continuously informed about the progression of their vehicle repairs to completion.
Communicate professionally with repairers and tow operators to achieve a mutual understanding of forthcoming steps.
Provide appropriate advice and guidance to customers to inform their decision making leading to optimal assessing, repair, or total loss resolutions.
Facilitate rebooking and pathing activities by guiding customers into our Internal Assessment Centres (IACs) and repairer network.
Actively identify and appropriately act on instances of customer dissatisfaction to resolve them following the complaint management systems and protocols.
Escalate any unresolved complaints as required.
Effectively manage all aspects of repairer services throughout the fulfilment process, which encompasses inbound and outbound calls, emails , administrative duties, and support for assessing teams.
Manage all administrative activities from booking to assessment authorization.
Take all reasonable directions from leaders to comply with the organization's workplace health & safety (WHS) protocols. WHS is everyone’s responsibility.

📌 Assessing Support Officer (Moorebank)
🏢 Auto & General
📍 Moorebank