ADMINISTRATION AND CUSTOMER CONSULTANT

Summary about this job

Detail information about job ADMINISTRATION AND CUSTOMER CONSULTANT. Terms and conditions vacancy

About Us

We are an experienced and reliable accredited services provider for insurance claims and disaster relief across three states in relation to construction works.  We are a preferred builder within Australia's leading insurance companies and have an enviable track record with our clients; by continually providing competitive, reliable and quality service.

The Role: Do you have the right personality attributes we are looking for? … Read closely before applying. 

As an Administrator and Customer Consultant working for the builder to manage our claims administration & customer service processes you will be a pivotal  member in our national support team covering 3 states.  What we are looking for is the right personality and cultural fit as we believe that is the secret to our success. The successful applicant will possess a can do and well organised skill set, with a confident and light hearted personality. The responsibilities include working in between the customer and the supervisor to ensure the delivery of information and action is seamless. Someone who has a desire to know more and ask questions to better understand construction will exceed in this role. Our team culture is one of inclusion and we work well with people who want to help others naturally in and out of the team. The company has great career progression tracks for those with that attitude and work above and over their responsibilities. We work through some extremely stressful events (Cyclones, Fires, Storms etc.) where we assist by attending to all repair works, and your exceptional customer service abilities, team work and humour will hold you in good stead during these times. You will work with pre-approval stages & manage approved claims. You will work with key internal and external providers in order to have the claim progressed (if within policy) or provide a soft response if the you establish the claim is not within the customers policy. You own the progression and work with your team members to conclude within kpi and manage some costs. You will engage with your colleagues and construction team members in order to be sure nothing is missed whilst also actioning and completing tasks yourself. You will work with restorers, estimators, supervisors and other claims consultants to be sure the service and all actions are performed in a timely manner. Your ability to manage your own time and take ownership is pivotal to your success. A mature mindset to be sure you work what is required to get claims through is required. You will have exceptional customer service abilities. You will work as a team and be focused on a team goal as well as your own claims. You will be skilled in working in high stress environments (due to weather events).

Inner city suburb location (MORNINGSIDE) with free un-timed street parking and close to all forms of public transport. 

BRING YOUR STRONG CAN DO ATTITUDE WITH A SIDE OF FUN!

Role and Responsibilities:

• Review details of claims and delegate actions outside your process
• Review work orders and action requested to internal and external partners
• Respond to, manage and action all tasks associated within the claims process in a timely and professional manner
• Take ownership of individual customer enquiries and follow through to ensure appropriate outcome is achieved.
• Handle important and detailed tasks to effectively process the claim and allocate jobs to supervisors and estimators.
• Identify customer needs through effective questioning and active listening skills
• Maintain and update customer information into claims database system, comprehensively and accurately
• Maintain client satisfaction, adhering to contract requirements and Service Level Agreements
• Build sustainable relationships internally and externally to keep our fun and vibrant culture
• Review quotes and variations submitted by builder
• Data entry 
• Carry out general administrative duties as directed
• Undertake other tasks as reasonably requested from time to time as required

Ideal Candidate:

You fit the cultural and personality requirements noted above (please read these before applying)

You will have previous experience in administration and customer service delivery roles. (Both attributes required)

You will be someone who is adaptable to change, can manage competing priorities and thrives under pressure.

You will be agile and resilient and have the ability to problem solve.

You will have excellent verbal and written communication skills and work autonomously with a team goal in mind.

You are a highly motivated, professional individual who take prides in providing exceptional customer service.

You will have exceptional attention to detail and prefer to input more detail than less detail

You have excellent spelling, grammar and phone manner (written and verbal)

You have a soft nature in stressful situations and thrives under pressure

Skills & Experience:

Highly competent in Microsoft applications: Outlook, Word, Excel

High Attention to detail

Fast & accurate data entry skills

Demonstrated customer service skills

Excellent communication skills

Matching attributes as listed in the ad above

If you believe you possess the above personality, skill set and drive please apply using a current resume and cover letter addressing your fit.