Customer Management Specialist

Customer Management Specialist

Location: Toowoomba Australia

Permanent Full Time

Insurance

Job Description:

Join Our Team as a Customer Management Specialist based in either Townsville or Toowoomba.

Help us reduce motor claims complaints and uplift the customer experience.

About the Role

We're seeking internal talent to join a newly formed team focused on supporting complex motor claims and preventing complaints. As a Customer Management Specialist, you'll use data and reporting tools to monitor claims and take early action where needed.

You'll work closely with internal teams to ensure consistent service, operational efficiency, and positive outcomes - with visibility to senior leadership as part of a broader service uplift initiative.

This role is set to begin on Monday 4th May 2026

Key Responsibilities

• Identify and manage motor claims requiring additional support to prevent complaints.
• Monitor claims using reporting tools and data, taking proactive action as needed.
• Deliver empathetic, customer-focused service while maintaining operational standards.
• Collaborate with internal teams, suppliers, and brokers to progress claims effectively.
• Ensure accurate case management and timely, informed decision-making.
• Contribute to a positive team culture by supporting colleagues and sharing knowledge.

What We're Looking For

• Must have claims experience and a minimum of 12 months experience with Suncorp.
• Experience in customer service with strong communication and empathy.
• Ability to manage multiple tasks in a fast-paced, high-pressure environment.
• Proficiency in using systems and reporting tools for claims monitoring.
• Demonstrated ability to meet targets while balancing customer and operational needs.
• Knowledge of motor claims processes and the customer journey.
• Alignment with Suncorp's values - speaking up for customers, adapting to change, collaborating with others, and celebrating team success

Why You'll Love Being Part of Suncorp

Join one of Australia's most trusted employers and enjoy a range of benefits designed to support your wellbeing, growth, and success:

• Salary: $ 83,400.00 inclusive of 12% Super + performance incentives
• Generous leave offerings: annual leave, flexible leave, personal leave, loyalty leave, and parental leave (20 weeks full pay or 40 weeks half pay)
• Hybrid working options for better work-life balance
• Staff discounts across 400+ top retailers, plus discounts on Suncorp brands including AAMI, Shannons, and Apia
• Reward & Recognition programs celebrating your achievements
• Professional development with ongoing training, coaching, and clear career pathways
• Community connection: opportunities to participate in charitable initiatives like Spirit to Cure

(Benefits may vary depending on role, level, and location.)

Why This Role Matters

This role enhances our ability to progress motor claims effectively and reduce complaints by providing focused, proactive support. You'll complement existing teams and contribute to a broader uplift in service quality - with impact visible to senior leadership.

Take the next step in your Suncorp career - apply now and help us deliver better outcomes for our customers.