Description Opportunity-rich environment with long term career and personal development opportunities Join a high performing team that makes a genuine difference in peoples’ lives Remuneration package commensurate with experience About the Opportunity We are seeking a highly motivated and passionate individual to join our Brisbane team. As the Property Repair Team Leader, you will effectively lead your team to: Support the delivery of a first class claims handling service Drive and promote a positive experience for our customers Assist with client operations and streamline for operational excellence About You You’ll ideally come from a claim and/or insurance background and will have: A strong knowledge of customer service practices and principles Ability to work in a fast-paced, diverse and dynamic environment with a genuine commitment to delivering a positive customer experience Experience coaching and mentoring colleagues to success Exceptional stakeholder management and engagement skills A strong mindset and resilient attitude when faced with difficult situations and/or stakeholders, and the ability to influence favourable outcomes for your stakeholders Key Responsibilities Manage team resource workloads, attendance and ensure adequate coverage during periods of absence Provide mentoring support and technical assistance to team members Liaise with the Program Manager and broader CRD management team regarding resourcing matters Responsible for Case Management team performance, management of case load in meeting client expectations Maintain company reputation and product integrity by complying with applicable regulations and service standards Responsible for maintaining professional and technical knowledge of the Case Management team through continuing education Develop service offerings in a dynamic and changing market Responsible for enhancing a ‘Customer driven culture’ within the Case Management team Monitor Supplier and staff performance across quality and record keeping accuracy ensuring compliance with service standards/KPI’s Assist the claim owner and coordinate the resolution of escalated issues during a claim Provide regular coaching and feedback to direct reports, in a structured manner in a method consistent with Crawford & Company’s policies Key Requirements At least three (3) years’ claims handling experience Team management and Client management Excellent staff leadership and management skills with a focus on excellent customer service Ability to handle multiple projects in a speedy and responsive manner Diploma/Degree level education and/or Certificate IV in financial Services (General Insurance Tier 1) desirable Proven ability to build rapport with customers and service providers, including strong interpersonal skills and emotional intelligence levels Strong problem solving, resolution, negotiation and decision-making capabilities Ability to interpret complex information and respond by developing appropriate actions High standard of business English for written communication across traditional and electronic communication media Self-motivation, accountability for own achievement of required claim outcomes and own contribution to team outcomes About Crawford Crawford is the world’s largest publicly listed claims management company operating in more than 70 countries. Crawford has been in operation for over 80 years and is committed to restoring and enhancing lives, businesses, and communities affected by natural disasters and catastrophic events. Crawford is the only provider in Australia to offer services across the entire claim lifecycle – from ‘first notification of loss’ through to litigation: Loss adjusting – property, major and complex loss, catastrophe response Third party administration (Crawford TPA is a Lloyd’s accredited provider) Forensic accounting including business interruption expertise Cyber response Managed repair services (Contractor Connection) Quantity surveying, forensic engineering & building consultancy (CRD Building Consultants) To learn more about Crawford, please visit www.crawco.com.au. Crawford is committed to being an inclusive workplace that employs and retains the best and most diverse talent. We value diversity of thought, experience and perspective and aim to create a workplace where our people feel valued, respected, and empowered. We welcome applications from Aboriginal and Torres Strait Islander peoples and from people of all backgrounds regardless of gender identity, age, sexual orientation, disability, or ethnicity. It is the policy of Crawford & Company that all successful employees consent to a national police check. To be eligible to apply, you must have Australian or New Zealand citizenship or permanent residency status. Interested? Please submit a short cover letter explaining why you are suitable for the role along with your resume.
