Helpdesk Support Officer

Role Overview

In this position, you will serve as the primary support contact for frontline consultants, offering immediate assistance with technical, system, and procedural queries to enhance customer service quality. The environment is fast-moving and team-oriented, where you will handle complex customer questions, manage escalations, facilitate complaint resolutions, and participate in quality assurance and continuous improvement activities.

Key Responsibilities

• Deliver timely technical, product, system, and procedural support to consultants managing Total Loss Motor Claims.
• Guide frontline team members through intricate claims procedures, systems, informational resources, Product Disclosure Statements, and underwriting policies.
• Function as an escalation point for challenging customer inquiries, complaints, and technical claim issues, ensuring compliance and favorable outcomes.
• Handle Helpdesk queries, technical mailbox communications, payment assessments, and claim-related support tasks efficiently.
• Perform quality assurance duties within Total Loss teams, giving feedback and identifying areas to improve compliance, customer service, and operational performance.
• Keep accurate documentation for records, file notes, and complaints while monitoring and escalating potential risks and issues.
• Provide technical guidance on new projects, claim assessments, and complex case scenarios.
• Recognize and implement process improvements to boost team effectiveness and customer satisfaction.
• Collaborate with leaders, specialists, and stakeholders to promote claims excellence and meet operational targets.

Candidate Profile

• Experience in motor claims, insurance, technical support, quality assurance, or related operational support roles.
• Strong communication skills capable of clearly explaining complex information to diverse stakeholders.
• Proven track record in resolving customer complaints and disputes with empathy and collaborative, customer-centric approaches.
• Excellent analytical and problem-solving abilities with capacity to make autonomous decisions.
• Detail-oriented with an aptitude for maintaining precise records while managing multiple tasks.
• Proactive and passionate about continuous innovation and driving positive change.
• Effective at managing stakeholders and cultivating productive working relationships across teams.
• Resilient, adaptable, and committed to delivering superior customer and business results.

Benefits and Culture

• Entitlements including annual leave, flexible leave, personal leave, loyalty leave, and extended parental leave options.
• Hybrid working model blending office and remote work.
• Strong emphasis on maintaining work-life balance.
• Access to staff discounts at over 400 leading Australian retailers and discounts across Suncorp brands.
• Recognition and rewards programs.
• Opportunities for continuous learning, career growth, and internal advancement.
• Inclusive, trusted employer culture with community involvement and volunteering options.

Additional Information

Suncorp values diversity and inclusion, ensuring a supportive environment for all team members. The company offers flexible work arrangements and encourages participation in community initiatives. Support and workplace adjustments are available during recruitment and employment upon request via confidential communication.