Administration Support Officer

Rapid Solutions; Newcastle City Council; Hybrid; AUD 50,000 - 70,000; Full time

Benefits offered by this job

On-site parking in Newcastle CBD

Competitive remuneration and variable

Wellbeing program with EAP and annual

Rewards and recognition program with

Culture grounded in our values

Job summary

Rapid Solutions, Australia’s specialist insurer for property services and related trades, is seeking a front-line Customer Experience Officer in Newcastle. You’ll be the first point of contact for customers and brokers, handling a high volume of calls, emails and data entry with accuracy and care.

Reporting to the Operations Manager, you’ll keep things organised in a structured environment and support claims and new business processes.

Qualifications

• Excellent communication and listening skills.
• Comfortable with calls, emails, and data entry.
• Ability to stay organised in a fast-paced environment.

Responsibilities

• Inbound calls from policyholders and brokers; direct to team.
• Outbound follow-ups and correspondence with customers.
• Timely inbox management and data entry into systems.
• Support administrative tasks for the Rapid team.

Skills

Customer service

Communication

Data entry

Organised

Digital literacy

Education

Certificate III in Business Administration

Job description

Rapid Solutions has spent more than 25 years building a reputation as Australia’s specialist insurer for property services businesses, pest and weed control, building inspections, handyman and cleaning services, and more. We know our clients’ industries inside out, and that depth of knowledge is what sets us apart from the generalist market.

Rapid Solutions operates as part of Pacific International Insurance, a cross-Tasman company with more than 20 years of underwriting experience and a diverse portfolio of specialist insurance brands. You’ll be joining a tight-knit, expert team where your contribution is visible, valued, and directly connected to outcomes for real businesses and the people who run them.

The Role

This is a front-line operational role, the engine room of the Rapid team’s day-to-day client experience. Reporting to the Operations Manager, you’ll be the first point of contact for our customers and brokers, managing a high volume of inbound and outbound calls, email correspondence, and data entry with accuracy and care focused on claims and new business.

If you genuinely enjoy talking to people, thrive in a structured environment, and take pride in keeping things organised and moving, this role will suit you well.

A Typical Day Looks Like:

• Managing inbound calls from policyholders and brokers, answering queries, directing to the right team member, and ensuring every caller has a positive experience
• Making outbound calls to follow up on customer matters and support the wider team
• Inbox management, triaging, responding to, and actioning emails in a timely and professional manner
• Accurate data entry into our claims and policy systems
• Supporting the broader Rapid team with administrative tasks as needed

We’d love to hear from you if you

• Genuinely enjoy talking to customers and stakeholders, the role moves quickly between phones, data entry and inbox management, and you'll need to be comfortable switching gears throughout the day
• Are exceptionally organised and manage your time with discipline, youknow what’s on your plate and nothing falls through the cracks
• Communicate clearly and professionally, both verbally and in writing
• Pick up systems and processes quickly and have a solid level of digital literacy
• Handle sensitive and confidential information with discretion
• Work well both independently and as part of a close-knit team
• Bring attention to detail and a solutions mindset to every task

Advantageous, but not essential

• Exposure to an insurance or financial services environment
• Previous experience in an administration, customer service, or call centre role
• Completed or enrolled in a Certificate III in Business Administration or similar

Why Rapid Solutions

You won’t be a number here. Rapid is a specialist business with a small, experienced team — which means you’ll learn quickly, build genuine expertise, and have real visibility into how an insurance operation works end-to-end. That’s a different proposition to a large insurer where you’re working one narrow function in isolation.

Beyond that, we offer:

• Secure on-site parking in Newcastle CBD
• Competitive remuneration and variable rewards
• A Wellbeing Program including EAP services and annual wellbeing reimbursement
• Reward and recognition program with monetary rewards and additional leave
• A culture grounded in our values: Tenacity, Relationships, Focus, Discipline, and Resilience