Lead Specialist, Claims

Royal Automobile Club of WA; Perth; On-site; AUD 100,000 - 130,000; Full time

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.

Skills

Leadership

Communication

Empathy

Resilience

Claims handling

Collaboration

Education

Certificate IV in General Insurance

Job description

With over 1.3 million members RAC is one of WA’s most iconic and trusted brands. We are a purpose-led member organisation striving to create greater value for our members and deliver on our purpose to be “ The driving force for a better WA.”We’re looking for a motivated Lead Specialist – Home Claims to join our Insurance division. In this role, you’ll support the Team Leader to guide and coach a team of Home Claims Specialists, ensuring our members receive professional, compassionate, and efficient service when they need it most.What you’ll be doingSupport 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 both member experience and claims efficiency.Support team performance by providing feedback, insights, and recommendations.What you’ll bringDemonstrated leadership experience within an operational environment.Excellent communication skills with the ability to explain complex processes simply and clearly.Empathy, resilience, and discretion when supporting members through stressful situations.The ability to thrive in a high-volume, fast-paced claims environment.Experience in insurance claims handling, ideally within home claims.A strong understanding of the home repair industry (highly desirable).Certificate IV in General Insurance or equivalent (desirable).What can we offer you?A workplace culture where our people feel valued, respected and empoweredWork in flexible ways that meet work/life commitments and support wellbeingBe part of a purpose led organisation that gives back to the WA communityAn environment that values ongoing career developmentFree Roadside Assistance and discounts on RAC products and services including Holiday Parks and Resorts, Security, Finance, Auto Services and InsuranceOpportunities for community engagement and corporate volunteeringApply online – send us your CV showcasing what you can bring to the team.Applications Close COB Monday 28th September 2026.#BetterJourneysRAC#LI-LH1