This is a Customer Management Leader role with Suncorp Group based in QLD, AU Suncorp Group Role Seniority - mid level, senior More about the Customer Management Leader role at Suncorp Group Permanent role Maintain a portfolio that keeps claims on target and provides customers with a constant contact point Townsville or Toowoomba CBD location / hybrid work environment About The Role The key accountabilities of the Customer Management Leader role is to lead a group of consultants to proactively identify claims that will require additional customer support and implement an approach to proactively manage these claims. This role will require someone with a fix it attitude and motor claims stakeholder network to be able to take ownership of customers and issues, find solutions for them and ensure the feedback loop is provided to the wider Customer Management and Experience team. You will use reporting techniques to identify claims, provide feedback loops and ultimately reduce complaints across motor claims. You champion customer advocacy, coach your team to deliver exceptional service, and collaborate across functions to reduce complaints and improve Net Promoter Score (NPS). Your leadership directly influences customer retention, operational efficiency, and team engagement. What You'll Do Create and maintain a high performing, engaged and enabled team that is focused on delivering results for our customers and our business Create, maintain, and promote an environment that encourages employees’ wellbeing and is a safe working environment Manage change effectively so that changes are readily accepted and implemented Create a team environment which is seen as an attractive career destination for internal candidates Foster an environment where reward and recognition is based on performance. What You'll Bring Minimum 4 years leadership experience in Insurance/Financial Services Experience in leading large teams in a highly competitive environment Knowledge of Motor claims customer journeys Strong understanding of the legislative landscape Proven record of achievement within a complex business environment. What You’ll Enjoy Access our award-winning Shine platform – your central hub for exclusive perks, wellbeing support, career development, and recognition. Shine has been recognised for excellence in employee experience, making it easier than ever to access what matters most to you. Hybrid working, flexible leave Paid study support, on-the-job learning, and a $1,000 referral bonus Free wellbeing coaching, a dedicated Employee Council, and confidential EAP access Discounts at 400 retailers, insurance savings, gym memberships, and reduced super fees Paid volunteer leave, donation matching, and unlimited emergency response leave Performance-based bonuses and Suncorp shares for eligible employees Diversity is celebrated through employee resource groups and inclusive policies for all families Explore our full benefits: www.suncorpgroup.com.au/careers/benefits At Suncorp we believe we are our best when our workforce is as diverse, talented and passionate as the communities in which we live and operate, and where our people feel included, valued and connected. We are passionate about inspiring our people by creating a diverse, accessible, and inclusive culture, offering flexible work, career development and internal mobility, and building connected relationships amongst our team members and with our customers. For more information or if you require any support and adjustments to participate equitably in our recruitment process or in the workplace, we encourage you to contact Annette_frasca@suncorp.com.au for a confidential conversation. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Suncorp Group team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Leading a team Creating a high-performing team Championing customer advocacy Key Strengths Leadership experience Motor claims knowledge Change management Coaching skills Reporting techniques Customer advocacy A Final Note: This is a role with Suncorp Group not with Hatch.
