Emergency Response Coordinator

MK3 Pty Ltd; Burpengary; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid working opportunities

Annual Birthday Leave Day

Optional RDO Program

Job summary

Mk3 Group is seeking a proactive claims support professional to join its Emergency Response Team in Australia. You will triage emergency make safe claims, coordinate contractors, and liaise with customers, insurers and brokers to deliver fast, supportive outcomes.

The role involves monitoring progress, maintaining accurate records, and finalising claims and invoices with attention to service levels and safety. Hybrid working options are available for this critical frontline function.

Qualifications

• Experience in insurance claims
• Trade scheduling or workforce allocation
• Building or construction administration
• Property maintenance coordination
• Customer service or contact centres
• Emergency response or restoration services

Responsibilities

• Triage and coordinate emergency make safe claims across our national portfolio
• Arrange contractors and trades to attend damaged properties
• Communicate clearly with customers, insurers, brokers, and contractors
• Monitor jobs to ensure service levels are met
• Keep accurate claim records and updates
• Review trade reports and supporting documentation
• Resolve issues quickly and drive positive customer outcomes
• Finalise claims, invoices, and outstanding actions

Skills

Prioritization

Problem solving

Organisational skills

Job description

When homes are damaged by storms, burst pipes, fires, fallen trees, or vehicle impacts, you'll be one of the first people our customers speak to - and usually the first person that is actually arranging works to help them start putting their lives back together.

You'll bring a compassionate attitude in delivering solutions to our clients in a fast-paced environment. From talking to our customers and clients to determine the claims requirements, discussing this with our trusted contractors then bringing all of this together to deliver an exceptional experience to our clients and their customers.

No two days are the same, and the work you do has a real and immediate impact on people during some of their most challenging moments - whether it's keeping them in their home, preventing the spread of damage or helping them feel safe after a loss.

About Mk3 Group

Mk3 Group is a national insurance building and restoration company with offices across Australia. We work with some of Australia's leading insurers, to deliver complete insurance building & restoration services from assessment, emergency response, restoration and repair services across residential and commercial properties.

As part of our growing Emergency Response Team, you'll play a critical role in helping customers upfront when they need support most.

What You'll Do

• Triage and coordinate emergency make safe claims across our national portfolio
• Arrange contractors and trades to attend damaged properties
• Communicate clearly with customers, insurers, brokers, and contractors
• Monitor jobs to ensure service levels are met
• Keep accurate claim records and updates
• Review trade reports and supporting documentation
• Resolve issues quickly and drive positive customer outcomes
• Finalise claims, invoices, and outstanding actions

Some of the claims you'll see

• Escape of Liquid (EOL) & Burst Pipes
• Storm and roof leak damage
• Vehicle impacts
• Break-ins

What We're Looking For

Experience in any of the following is highly regarded (but not essential):

• Insurance claims
• Trade scheduling or workforce allocation
• Building or construction administration
• Property maintenance coordination
• Customer service or contact centres
• Emergency response or restoration services

Most importantly, you're organised, calm under pressure, communicate well, and enjoy helping people.

Why Join Us?

With more than 140 staff nationally, MK3 is continuing its drive for excellence across our business. Our Emergency Response Team is growing in leaps and bounds creating an opportunity for you to join our team and help build it into powerhouse, not just within our business but within the industry.

Our leaders are truly dedicated to supporting growth and development within our teams to support internal progression through leadership or other technical roles in the future.

• Hybrid working opportunities
• Annual Birthday Leave Day
• Optional RDO Program

Key Skills

• Ability to manage competing priorities
• Problem-solving mindset
• Strong organisational skills

You must currently be in Australia and have unrestricted work rights.

As a crucial part of our recruitment process, we require all suitable applicants to undergo background checks, which include reference and criminal record checks.