Description:
The Assessing Coordination Performance Advisor provides performance insights, reporting, and support including training and coaching for Motor Claims Assessing Coordination & Towing. The role is critical to ensuring our performance and enabling our teams to provide the best customer experience whilst delivering the required assessment quality, cost and timeliness outcomes.
The role requires autonomy, excellent time management, initiative, and adaptability. Whilst predominantly desk based, during times of major weather events there will be a requirement to take part in assessment centres, requiring customer and supplier interactions.
Key Responsibilities include but not limited to:
- Support the creation, co-ordination, facilitation, and delivery of performance reporting solutions for ASCO & Towing teams.
- Use insights to improve results and help inform and influence improvement.
- Monitor Operational Excellence metrics and provide updates to team members ensuring targets are met.
- Delivering and maintaining learning material along with technical training and coaching for the ASCO & Towing function.
- Deliver and support ASCO & Towing’s quality assurance audits to meet business requirements.
- Support with Level 1 complaints to reduce escalations
- Support day-to-day ASCO & Towing activities as needed.
- Maintain excellent communication with customers on a daily basis.
Skills & Experience:
- A minimum of 3-5 years in insurance, claims or a performance related role.
- Demonstrated ability to produce accurate, tailored and effective reporting.
- Ability to liaise effectively on complex, sensitive and confidential issues.
- Proven ability to develop and maintain relationships in support of the team.
- Excellent oral and written communication skills.
- Demonstrated adaptable attitude, with a willingness to take on a wide range of diverse tasks and adjust to competing and shifting priorities in a changing environment.
- Demonstrated advanced level of customer management.
- Innovation mindset, focusing on continuous improvement.
What you will love about working with us:
Better outcomes for customers takes innovation, care and a laser focus. As part of the Suncorp Group, we’re the go-getters working at the heart of some of Australia and New Zealand’s most trusted names in banking and insurance to deliver just that – and then some. Here, you’ll be equipped with all kinds of support and opportunities to make an impact, because our commitment to brightening lives extends to all our incredible people too. And in an organisation that measures success through the results we deliver for our customers, communities and each other, you’ll thrive knowing you’re making a genuine difference along the way. Suncorp has been awarded Employer of Choice for Gender Equality (EOCGE) by the Workplace Gender Equality Agency (WGEA) for seven years in a row.
Chase the sun, apply online today.