Customer Operations/Claims Coordinator

Job Summary:

Our client offers end-to-end accident replacement vehicle and motor claims management

solutions for transport companies, fleet operators, insurers, brokers, and self-insurers. They

help reduce excess and premiums by up to 35%, recover damages from at-fault parties, and

provide replacement vehicles—including cars and trucks. Their expert team also supports

clients with risk management planning, loss of income claims, and professional advisory

services—so you can stay focused on your core business.

Role:

We are seeking a dedicated and professional individual to join our team as a Customer

Operations / Claims Coordinator. In this role, you will provide exceptional service to

customers involved in motor vehicle accidents, ensuring smooth coordination of bookings,

customer updates, towing, and vehicle repairs. You will be responsible for managing the

entire process from start to finish, keeping all parties informed throughout.

Responsibilities:

● Deliver high-quality customer service and continuously improve processes.

● Handle all inbound and outbound customer calls and leads in a timely manner.

● Maintain lead conversion performance in line with KPIs.

● Coordinate with repairers, tow truck operators, fleet agencies, and assessors to

manage the repair process.

● Collaborate with internal departments to ensure efficient case management.

● Support end-to-end claims coordination including lodging claims, gathering evidence,

and following up on progress.

● Assist in determining liability and initiating recovery from at-fault third-party insurers.

● Arrange accident replacement vehicles and coordinate delivery/pick-up logistics.

● Update customers throughout the claims process and ensure timely resolution.

● Maintain accurate and up-to-date case records and documentation.

● Flag issues or delays to the onshore team and suggest process improvements as

needed.

Requirements:

● Strong background in motor vehicle accident insurance or claims.

● Excellent phone communication and customer service skills.

● At least 5 years of experience in a customer-facing, operations, or claims support

role (AU client experience preferred).

● Strong attention to detail and ability to manage multiple active cases with minimal

supervision.

● Proficient in written and spoken English; confident communicating with Australian

customers and partners.

● Experience using CRM or case management tools (e.g. Salesforce, HubSpot, or

similar).

● Reliable internet connection and backup power solutions.

● Flexibility in work hours and location, with a focus on managing energy rather than

time.

● Access to online learning platforms and a budget for professional development

● A collaborative, no-silos environment, encouraging learning and growth across teams

● A dynamic social culture with team lunches, social events, and opportunities for

creative input

● Health insurance

● Leave Benefits

● 13th Month Salary