Lead Specialist, Claims

26RACIA RAC Insurance Pty Limited; Perth; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible work arrangements

Career development

Community engagement

Job summary

RAC Insurance Pty Limited is seeking a Lead Specialist – Home Claims to guide and coach the Home Claims team, ensuring professional, compassionate service during claims. You will handle complex home claims and collaborate with builders and suppliers to ensure timely repairs.

Ideal candidates demonstrate leadership in a high-volume environment and strong insurance claims experience, with a focus on customer-centric outcomes and continuous improvement.

Qualifications

• Proven leadership in an operational setting.
• Excellent communication; explain complex processes clearly.
• Empathy, resilience and discretion when supporting members.

Responsibilities

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

Skills

Leadership

Communication

Empathy

High-volume work

Insurance claims handling

Home repairs knowledge

Education

Certificate IV in General Insurance or equivalent

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 doing

• 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 both member experience and claims efficiency.
• Support team performance by providing feedback, insights, and recommendations.

What you’ll bring

• Demonstrated 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 empowered
• Work in flexible ways that meet work/life commitments and support wellbeing
• Be part of a purpose led organisation that gives back to the WA community
• An environment that values ongoing career development
• Free Roadside Assistance and discounts on RAC products and services including Holiday Parks and Resorts, Security, Finance, Auto Services and Insurance
• Opportunities for community engagement and corporate volunteering

Applications Close COB Monday 28th September 2026.

RAC is a purpose-led member organisation. Established in 1905, RAC has evolved into one of the most trusted organisations in the state, with more than 1.3 million members. At RAC we don’t have shareholders. That means we reinvest our profits for the better of our members and our State. Our Purpose is to be the driving force for a better WA. Our Vision to 2030 is to create a safer, sustainable and connected future for Western Australians. Our Mission is delivering great member services and experiences, whilst inspiring positive community change that makes life better in WA. RAC is an equal opportunity employer. We continue to build an inclusive workplace where we respect and celebrate differences. We encourage applications from diverse groups including Indigenous and Torres Strait Islander people, physical ability, all ages, LGBTQI+ identities, all languages and diverse cultures and backgrounds.

#BetterJourneysRAC #LI-LH1 RAC is a purpose-led member organisation. Established in 1905, RAC has evolved into one of the most trusted organisations in the state, with more than 1.3 million members. At RAC we don’t have shareholders. That means we reinvest our profits for the better of our members and our State. Our Purpose is to be the driving force for a better WA. Our Vision to 2030 is to create a safer, sustainable and connected future for Western Australians. Our Mission is delivering great member services and experiences, whilst inspiring positive community change that makes life better in WA. RAC is an equal opportunity employer. We continue to build an inclusive workplace where we respect and celebrate differences. We encourage applications from diverse groups including Indigenous and Torres Strait Islander people, physical ability, all ages, LGBTQI+ identities, all languages and diverse cultures and backgrounds.