New Claims (Lodgement) Customer Service Consultant

Ready for a role where customer service meets adventure? We’re on the lookout for passionate Part Time and Full Time Brand Ambassadors to join our growing team from late-September! We're based in central Maroochydore, in our brand new office, with some flexibility to work from home. No insurance experience required - just great energy and a love of helping people!

The Rosters

To ensure we're there to support customers with any adventure, we're looking to fill the below rosters, with some flexibility available:

Full Time:

• Monday - Friday with a start window of 0700 - 1000 (37.5 hours per week)

Part Time:

• Monday - Friday with a start window of 0800 - 1300 (worked as 5x 5 hour shifts - 25 hours per week)

Please note, you will need to be able to complete at least 4 weeks full time, onsite, training, Monday - Friday 0830 - 1700.

Who we are (and why you'll love it here!)

This is your chance to be part of something new from the very beginning! We're excited to be launching our first New Claims Lodgement team on the Sunshine Coast, and we're looking for passionate, customer-focused people to join us on the journey. This is a great opportunity to learn the world of motor claims, be part of a growing local team, and build a rewarding career with plenty of support, training and development along the way. Most importantly, you'll be helping customers through some of their most important moments when they need us most.

Through our brands, Club 4X4 and KT Insurance, we exist to protect the lifestyle of the outdoor adventurer - it’s our purpose! We’re passionate advocates for people to live their best life – and that includes our employees!

We’re not your standard insurance company selling standard policies. Think modified 4X4 or RVs & Caravans - the vehicles that get our customers off the beaten track and enjoying our beautiful country. Whether it’s a full lap of Australia or a weekend escape from the rat race, we love hearing about their adventures, and their vehicles, so we can help them adventure (and claim!) with confidence.

As a Claims Consultant, you'll be there for our customers when the unexpected happens. Whether they're reporting an accident, storm damage or another insured event, you'll help guide them through the claims process with empathy, confidence and care. You'll gather the information needed to progress their claim, answer questions and make sure customers feel supported every step of the way.

What you'll be doing

In this fast-paced and rewarding role, you'll:

• Take inbound calls from customers reporting motor vehicle claims, providing support and guidance from the very first conversation
• Support customers with their online lodgement through outbound call follow ups to support them to the next stage of their claims journey
• Gather claim information accurately and efficiently while showing empathy and understanding during what can be a stressful time
• Assess claim circumstances and lodge new claims in line with company processes and policy coverage
• Keep customers informed about the claims process and set clear expectations about next steps
• Work closely with internal teams and external partners to ensure claims are progressed smoothly
• Deliver exceptional customer experiences by balancing care, accuracy and efficiency
• Learn all about our specialist products, customers and claims processes through comprehensive training and ongoing support
• Be encouraged to provide feedback and suggestions to improve the customer and claims experience
• Actively contribute to an engaged, collaborative and high-performing team environment
• Build meaningful relationships with customers who share a passion for travel, adventure and the great outdoors

What will you bring to the role?

• A genuine passion for delivering great customer service
• Customer service experience in any industry – contact centre or insurance experience is a bonus, but not a must
• Strong verbal and written communication skills
• Confidence using MS Office (Teams, Outlook, Excel) and navigating systems
• Energy, resilience and a positive attitude
• Strong resilience and ability to empathise with customers
• A love for the great outdoors or adventure lifestyle is a plus - but not essential

In return, we offer:

• A competitive salary of $59,000 plus superannuation (pro-rata for part time hours), with potential to earn a yearly bonus.
• Flexibility through a hybrid working environment, including some work from home.
• An opportunity to engage with a variety of stakeholders and functions within the wider business.
• A role where you can make a significant impact towards people and business growth.
• Career, training and personal development opportunities.
• Significant discounts on our insurance products.
• 12 weeks paid parental leave for primary carers
• A day off for your birthday!
• A supportive work environment with a fun culture.

Ready to take the next step in your career? We want to hear from you! We'll be in touch but if you've got any questions, feel free to get in touch via ••••@edagroup.com.au