Motor Claims CEV (Customers Experiencing Vulnerability) Lead - 6 Month Secondment Job No: 678257 Brisbane - Inner Suburbs & CBD, Toowoomba, Adelaide, Melbourne - Inner Suburbs & CBD, Various Max Term Full Time Insurance Pay Band 4 Motor Claims CEV (Customers Experiencing Vulnerability) Lead 6‑Month Secondment Location: Brisbane, Melbourne, Adelaide, Toowoomba Contract Type: 6‑Month Secondment Function: Consumer Insurance – Customer Management & Experience Make a meaningful impact for customers who need us most. We're looking for a compassionate, skilled and customer‑obsessed Motor Claims – CEV Lead to join our Motor Claims team on a 6‑month fixed term contract based in Brisbane. In this specialised role, you’ll support customers experiencing vulnerability, providing tailored, end‑to‑end case management and acting as a trusted single point of contact throughout their claims journey. You’ll play an essential role in ensuring every customer is treated with dignity, respect and empathy—delivering fair, effective outcomes at every step. What you’ll do As a Motor Claims – CEV Lead, you will: Customer Care & Case Management Manage or oversee the full journey of claims involving customers experiencing vulnerability. Build a clear understanding of each customer’s circumstances through active listening and empathetic communication. Communication & Support Provide clear, timely and proactive updates, advice and next steps across phone, email and face‑to‑face communication. Handle customer enquiries, concerns and complaints with professionalism and care. Decision Making & Escalation Exercise independent, sound judgment in managing claims. Prepare business case papers for escalations requiring approval. Specialist Referrals & External Support Identify and refer customers to relevant community and support services when appropriate. Customer Experience & Continuous Improvement Contribute to initiatives and improvements that enhance the vulnerability customer experience. Provide feedback and insights to drive positive change across the business. Data, Insights & Reporting Provide insights to support CEV strategy and improved customer outcomes. Assist in preparing and reviewing daily, weekly and monthly reports. Complaints Management Own and resolve complaints empathetically through MCC processes, using strong conflict resolution strategies to reduce escalation. Stakeholder Engagement Build trusted relationships with internal teams including MCC, ICR, ECR and the Customer Advocate Office. Collaborate to remove barriers, raise awareness and expedite claim resolution. Compliance & Risk Ensure all work aligns with the Insurance Code of Practice, privacy regulations and industry standards. Identify and manage risks proactively. Team Culture & Performance Positively contribute to team culture, engagement activities and continuous improvement initiatives. Achieve performance targets and take ownership of your personal development. What you’ll bring Minimum 2 years’ experience in insurance claims. Experience managing complex and sensitive claim scenarios. Strong understanding of insurance claims processes across multiple functions. Case management experience essential. Strong customer focus with the ability to balance customer and commercial outcomes. Excellent communication skills—written, verbal and interpersonal—with an empathetic, non‑judgmental approach. High attention to detail, strong problem‑solving ability and effective decision‑making skills. Skilled in conflict resolution and negotiation to achieve positive outcomes. Resilient, adaptable and solution‑focused mindset. Strong time‑management skills with ability to work autonomously. Collaborative team player able to build strong internal and external relationships. Confident navigating digital systems, including Microsoft Suite; experience with Tableau or Genesys (advantageous). Knowledge of general insurance products, legislation and industry guidelines (e.g., Privacy Act, GICoP). Why join us? Play a vital role supporting vulnerable customers when they need us most. Work with a highly supportive, purpose‑driven team. Enjoy flexible working practices aligned with business needs. Contribute to industry‑leading customer experience initiatives. Ready to make a difference? If you’re passionate about customer advocacy, experienced in insurance claims, and committed to delivering exceptional support to customers experiencing vulnerability, we’d love to hear from you. Advertised: 16 Feb 2026 AUS Eastern Daylight Time Applications close: 23 Feb 2026 AUS Eastern Daylight Time Whatsapp Facebook LinkedIn Email App Don't see a job for you? Don't see your dream job posted? No problem, sign up for job alerts and we'll let you know once something becomes available. Sign Up Today
