Quality & Customer Experience Manager

Job Description

About the Opportunity

In this role you will lead a team responsible for supporting the overall business through providing effective and efficient claims management, including but not limited to claim registration, first contact following receipt of new claims, identification and registration of complaints, and ensuring compliance primarily with the General Insurance Code of Practice and Regulatory Guide 271. This role will also contribute to business strategies to enhance compliance with our obligations to customers and clients.

About You

• You are a self-driven enthusiastic individual who is a problem solver by nature
• You will be an excellent communicator with a passion for continuous learning and development
• You'll also be a people person and can demonstrate a caring, empathetic and positive outlook. In addition, you will be thorough, analytical and be able to make rational decisions in a fast-paced environment and be happy to always go the extra mile

Key Requirements

• Strong leadership and exceptional customer service skills
• High attention to detail, organised and highly skilled in prioritising
• Excellent verbal and written communication skills
• Previous experience in claims/general insurance environment (desirable)
• Thorough knowledge of insurance terminology, practices and conditions (desirable)
• Exposure to General Insurance Code of Practice (desirable)
• Exposure to insurance claims (required)
• Certificate IV in financial Services (General Insurance Tier 1) (desirable)

Key Responsibilities:

• Leadership of the Vulnerable Customer Advocate and Internal Dispute Resolution teams
• Ensure the impact and quality outputs of the Customer Advocate / Vulnerable Customer-centric approach
• Intake, distribution, follow up and respond to escalations / complaints received from key clients
• Preparation of General Insurance Code of Practice breach reviews and timelines for key clients
• General Insurance Code of Practice data integrity audits
• Open complaint reviews to identify opportunities to resolve and progress contentious claims
• Preparation of monthly and ad hoc complaint and General Insurance Code of Practice reports for key clients
• Comply with client Service Level Agreements
• Liaising with internal External and Internal Claims Adjusters, other Crawford staff including Contractor Connection and external service providers and suppliers
• Client relationship management
• Triage overflow assistance
• Ad hoc administrative functions
• Develop and implement integrated business solutions to improve performance in service, revenue and efficiency
• 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)

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:

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 that all successful employees consent to a national police check. To be eligible to apply, you must have Australian or New Zealand working rights.

Interested? Please submit a short cover letter explaining why you are suitable for the role along with your resum