Helpdesk Support Officer

Role Overview

This position serves as the primary support contact for frontline consultants, delivering immediate technical, system, and procedural assistance to ensure outstanding customer service experiences. The environment is fast-moving and collaborative, involving the handling of complex queries, managing escalations, overseeing complaints, participating in quality assurance processes, and driving ongoing improvements.

Key Responsibilities

• Offer real-time technical and procedural assistance specifically for Total Loss Motor Claims consultants.
• Guide frontline teams through intricate claims workflow, systems usage, resource materials, Product Disclosure Statements, and underwriting policies.
• Serve as an escalation contact for complicated customer issues, complaints, and technical claims to ensure compliance and positive resolutions.
• Efficiently manage Helpdesk queries, technical mailboxes, payment assessments, and claim-related support requests.
• Conduct quality assurance reviews within Total Loss teams, provide constructive feedback, and highlight areas for service, compliance, and performance enhancement.
• Keep accurate documentation including records, file notes, and complaint reports; identify and escalate potential risks and issues promptly.
• Support new initiatives, claim assessments, and challenging claim cases with technical guidance.
• Initiate and apply continuous improvement strategies to boost team efficiency, capabilities, and customer service outcomes.
• Collaborate closely with leadership, specialists, and other stakeholders involved in claims operations to foster excellence and meet business goals.

Candidate Profile

• Experience in motor claims, insurance, technical support, quality control, complaints handling, or similar operations support roles.
• Strong verbal and interpersonal communication skills capable of conveying complex topics clearly to varied audiences.
• Demonstrated competence in resolving escalated customer issues through empathy and a collaborative approach focused on customer satisfaction.
• Excellent analytical and problem-solving abilities with the capacity to make autonomous, informed decisions.
• Detail-oriented with strong organizational skills to manage multiple tasks while maintaining precise records.
• A proactive attitude dedicated to continuous improvement, innovation, and effecting positive operational changes.
• Effective stakeholder relationship management skills to build productive collaborations.
• Resilience and adaptability paired with a firm commitment to achieving superior customer and business results.

Why Join Suncorp

Joining Suncorp offers more than employment—it presents a chance for meaningful career development within a company that invests in its employees' success.

Benefits

• Generous leave options including annual, flexible, personal, loyalty, and parental leave (up to 20 weeks full pay or 40 weeks half pay).
• Hybrid work arrangements combining office presence and remote work.
• Strong emphasis on maintaining work-life balance.
• Employee discounts at over 400 Australian retailers and up to 25% discounts on Suncorp brands like AAMI, Shannons, and Apia.
• Reward and recognition programs.
• Access to continuous learning, career progression, and opportunities for internal mobility.
• Work with one of Australia's most trusted, inclusive employers.
• Engagement in community initiatives and volunteering programs.

Company Culture

Suncorp values diversity, inclusiveness, and a connected workplace, reflecting the communities it serves. It fosters an environment supportive of flexible work, professional growth, and equitable participation in recruitment and workplace adjustments.

Additional Notes

For candidates needing support or adjustments during recruitment or employment, confidential assistance is available through the company contact.