Lead Home Claims Specialist – Coaching & Complex Claims

Royal Automobile Club of WA

Perth

On-site

AUD 100,000 - 130,000

Full time

6 days ago

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Benefits offered by this job

Flexible work arrangements

Wellbeing & career development

Free Roadside Assistance

Discounts on RAC products and services

Job summary

Royal Automobile Club of WA is seeking a Lead Specialist – Home Claims to support the Team Leader and guide a team of Home Claims Specialists. You will handle complex home claims, provide tailored member support throughout the lifecycle, and collaborate with builders and suppliers to achieve timely repairs.

The role emphasizes empathy, high-volume performance and a commitment to delivering exceptional service within the insurance division.

Qualifications

Leadership experience in an operational environment.
Excellent communication skills; explain complex processes clearly.
Empathy, resilience and discretion when supporting members.
Thrives in a high-volume, fast-paced claims environment.
Experience in insurance claims handling; home claims preferred.
Understanding of the home repair industry (desirable).

Responsibilities

Support the Team Leader to coach and develop the Home Claims team, ensuring consistent and fair claim outcomes.
Handle complex home claims, providing tailored support to members throughout the claims lifecycle.
Deliver high-quality service that balances empathy with operational performance.
Collaborate with builders, repairers, suppliers and other stakeholders to ensure timely and cost-effective repairs.
Identify opportunities for process improvements to enhance member experience and claims efficiency.
Support team performance by providing feedback, insights and recommendations.