Customer Relations Specialist

Suncorp Group Limited; Melbourne, City of Brisbane, Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Job summary

Join a leading company as part of the Customer Relations team, dedicated to improving customer experiences in general insurance. This role involves handling complaints, making fair decisions, and building strong connections with customers. With a focus on integrity and compliance, you will contribute to the team's success while enjoying flexible working options and numerous benefits.

Benefits

Discounts on retail and insurance products

20 weeks paid parental leave

Unlimited paid emergency response leave

Ongoing study support

Paid volunteer leave

Qualifications

• Minimum 12-18 months in a general insurance claim or product role.
• Advanced knowledge of products, systems, and processes.

Responsibilities

• Handle the full review of customer complaints and provide final response.
• Communicate clearly and empathetically, adjusting style to suit customer.
• Balance customer needs with business goals to resolve complaints.

Skills

Empathy

Self-awareness

Resilience

Job description

Take the next step. Be part of something bigger at Suncorp.

• Join a team of devoted problem solvers dedicated to getting the right outcomes for their customers
• Hybrid working, flexible start times and the autonomy and freedom to plan your day
• 12-month MTC opportunity

The Customer Relations team is committed to continuously improving the quality of our customers’ experiences. We have the benefit of complete oversight, the necessary relationships and are a team of critical thinking experts that are solely motivated in using the examples we’re presented with, to improve the way in which we interact with our customers and more broadly their experience with general insurance products.

What you’ll do

• Handle the full review of customer complaints and provide the final response
• Make fair decisions by considering all sides of complex issues
• Act with integrity and stay committed to finding the right outcome
• Quickly assess situations, identify next steps, and take action
• Communicate clearly and empathetically, adjusting your style to suit the customer
• Apply policies with good judgment and use discretion when needed
• Balance customer needs with business goals to resolve complaints effectively
• Respond promptly to all verbal and written complaints and compliments
• Help retain customers by resolving issues quickly and building strong connections
• Follow all legal and regulatory requirements, including ASIC RG271 and the Insurance Contracts Act
• Keep accurate records of all actions and information related to complaints
• Share trends and insights

What you’ll bring

• Minimum 12-18 months in a general insurance claim or product role across Motor and Property Insurance
• Advanced ability to coordinate and manage your own portfolio in line with customer expectation, regulatory and industry code timeframes
• Personal attributes of self-awareness, empathy and resilience are crucial
• Advanced knowledge of products, systems and processes, relevant compliance standards, legislative requirements and industry codes
• Comprehensive knowledge of industry complaints, industry trends and process and procedures
• Comprehensive understanding of AFCA terms of reference
• Working knowledge of team standards and metrics, centre benchmarks and company standards

What we can offer you

• Discounts and offers on a range of retail favourite stores as well as insurance products
• A range of flexible working and leave options, including 20 weeks paid parental leave, 4 weeks paid secondary carer parental leave and unlimited paid emergency response leave
• Invest in your brighter future with ongoing study support and career development programs
• Give back to our communities with payroll giving, donation matching and paid volunteer leave
• Prioritise your work/life balance with our robust employee assistance program and dedicated employee council

At Suncorp we believe we are our best when our workforce is as diverse, talented, and passionate as the communities in which we live and operate, and where our people feel included, valued and connected. We are passionate about inspiring our people by creating a diverse, accessible, and inclusive culture, offering flexible work, career development and internal mobility, and building connected relationships amongst our team members and with our customers.

If you require any support and adjustments to participate equitably in our recruitment process or in the workplace, we encourage you to contact [e-mail] for a confidential conversation.

Advertised: 19 May 2025 AUS Eastern Standard Time
Applications close: 02 Jun 2025 AUS Eastern Standard Time

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