Home Claims Lead - Coaching & Complex Claims

26Racia Rac Insurance Pty Limited; Western Australia; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible work options

Wellbeing support

Purpose-led organisation

Career development

Roadside assistance discounts

Community volunteering

Job summary

RAC WA is seeking a motivated Lead Specialist - Home Claims to join our Insurance division. You’ll support the Team Leader to guide and coach a team of Home Claims Specialists, ensuring professional, compassionate, and efficient service when members need it most.

In this role you will develop the team, handle complex home claims, and collaborate with builders and suppliers to deliver timely repairs while improving processes and member outcomes in a high-volume environment.

Qualifications

• Experience leading a claims team in an operational environment.
• Strong communication to explain complex processes clearly.
• Empathy and discretion when supporting members through stressful situations.
• Ability to thrive in a high-volume, fast-paced claims setting.
• Experience in insurance claims handling, preferably home claims.
• Understanding of the home repair industry (desirable).
• Certificate IV in General Insurance or equivalent (desirable).

Responsibilities

• Coach and develop the Home Claims team to ensure consistent claim outcomes.
• Handle complex home claims and support members throughout the lifecycle.
• Deliver high-quality service balancing empathy with performance.
• Collaborate with builders, repairers, suppliers for timely repairs.
• Identify process improvements to boost member experience and efficiency.
• Support team performance with feedback and recommendations.

Skills

Leadership experience

Communication skills

Empathy

Resilience

Discretion

High-volume environment

Insurance claims handling

Home claims knowledge

Education

Certificate IV in General Insurance or equivalent

Job description

RAC WA is seeking a motivated Lead Specialist - Home Claims to join our Insurance division. You’ll support the Team Leader to guide and coach a team of Home Claims Specialists, ensuring professional, compassionate, and efficient service when members need it most.

In this role you will develop the team, handle complex home claims, and collaborate with builders and suppliers to deliver timely repairs while improving processes and member outcomes in a high-volume environment.