Burleigh Heads, Gold Coast | Full-time | Careers, not jobs At Johns Lyng Group, we're here for customers when life is disrupted. Our purpose is Restoring today, building beyond tomorrow for customers and communities — and the National Claims Hub sets the tone from the very first contact. We're looking for a people-first leader who brings drive and energy , genuine motivation , and unwavering integrity — someone who wants to build a career while making a real difference in customers' lives. What you'll lead You'll lead the Johns Lyng Group Claims Hub team of 40 dedicated team members (extended hours) and ensure an exceptional start to every claim across phone, email and messaging , including: Delivering strong service performance and first-contact resolution (speed, responsiveness, quality) Ensuring accurate claim registration and high-quality handovers that set our Business Units up to deliver great customer outcomes Overseeing Customer Care to support vulnerable customers, manage complaints, and drive service recovery with Business Units Owning customer feedback programs (internal and external) and lifting NPS and CSAT across key milestones in the claim journey Partnering with our after-hours provider ( TMC ) to ensure consistent 24/7 support through performance monitoring, feedback, and continuous improvement What you'll bring 4 years' leadership experience across customer operations (contact centre, claims intake, customer ops or similar), ideally leading multi-team environments Exposure to the insurance repairs / restoration / building or claims environment (highly regarded) Confidence leading performance through coaching, quality standards, and clear expectations Calm, empathetic judgement when handling escalations, complaints, and vulnerable customer matters A practical improvement mindset — you look for better ways and follow through Why join JLG Careers, not jobs: real development, growth pathways and support Purpose-led work that impacts people and communities A strong team culture built on ownership, pace, and doing the right thing You must have full work rights for Australia and be prepared to undergo a criminal background check as part of the recruitment process Ready to set the standard for Customer First service at JLG? Apply now.
