Parts Claims Specialist

Michelle Sneesby - Founder and Managing Partner; Gold Coast City; On-site; AUD 70,000 - 110,000; Full time

Job summary

Empire Group is seeking a Senior Customer Care Specialist to lead complex customer concerns within the automotive sector. You will coordinate investigations, balance customer advocacy with business objectives, and work with cross-functional teams to deliver equitable resolutions.

You will investigate claims, manage escalations, and maintain governance documentation while upholding fairness and exceptional service. A proactive mindset and strong communication are essential.

Qualifications

• Experience managing customer complaints, claims, disputes, or escalations.
• Parts interpretation and motor vehicle insurance investigations.
• Strong investigation and problem-solving capabilities.
• Excellent stakeholder management and relationship building.
• Ability to navigate difficult conversations with positive outcomes.
• Sound judgement, attention to detail, and strong administrative skills.

Responsibilities

• Manage customer complaints, disputes, and escalated enquiries from receipt through to resolution.
• Conduct investigations by gathering and assessing relevant information, documentation, and stakeholder feedback.
• Deliver fair, timely, and commercially balanced outcomes for customers and the business.
• Collaborate with operational, finance, and leadership teams to coordinate resolutions.
• Handle complex and challenging customer interactions with professionalism and empathy.
• Maintain accurate records and documentation to support governance and reporting requirements.
• Identify trends, risks, and recurring issues and contribute to process improvements.
• Support the consistent application of remediation and compensation decisions.
• Escalate matters where appropriate and provide recommendations to senior stakeholders.
• Contribute to a culture of exceptional customer service and continuous improvement.

Skills

Customer complaints handling

Issue investigations

Stakeholder management

Cross-functional collaboration

Analytical thinking

Verbal & written communication

Job description

Senior Customer Care Specialist - Automotive

We are seeking a highly capable Senior Customer Care Specialist to join a growing automotive organisation where customer experience, fairness, and accountability are at the centre of everything we do.

In this role, you will manage customer enquiries, complaints, and escalated matters, working collaboratively across multiple business functions to investigate issues, assess available information, and deliver balanced, commercially sound outcomes. This is an opportunity to move beyond traditional customer service and utilise your analytical, problem-solving, and stakeholder management skills in a role where every case presents a unique challenge.

About the Role

As the Senior Customer Care Specialist, you will act as the central point of contact for complex customer concerns, ensuring matters are managed professionally, consistently, and efficiently from initial enquiry through to resolution. The business works closely with the motor vehicle industry and your knowledge of Motor insurance Claims, Repairs, Maintenance, Parts will be highly valued in this role.

You will work closely with operational teams, finance, leadership stakeholders, and external parties where required to coordinate investigations, facilitate resolutions, and maintain positive customer relationships. Your ability to balance customer advocacy with business objectives will be critical to your success.

Key Responsibilities

• Manage customer complaints, disputes, and escalated enquiries from receipt through to resolution.
• Conduct investigations by gathering and assessing relevant information, documentation, and stakeholder feedback.
• Deliver fair, timely, and commercially balanced outcomes for customers and the business.
• Collaborate with operational, finance, and leadership teams to coordinate resolutions.
• Handle complex and challenging customer interactions with professionalism and empathy.
• Maintain accurate records and documentation to support governance and reporting requirements.
• Identify trends, risks, and recurring issues and contribute to process improvements.
• Support the consistent application of remediation and compensation decisions.
• Escalate matters where appropriate and provide recommendations to senior stakeholders.
• Contribute to a culture of exceptional customer service and continuous improvement.

About You

You are a confident communicator who enjoys investigating issues, solving problems, and helping customers navigate complex situations. You bring sound judgement, resilience, and the ability to manage competing priorities in a fast-paced environment.

Experience & Skills

• Previous experience managing customer complaints, claims, disputes, or escalations.
• Parts Interpretation, Vehicle maintenance, Motor vehicle insurance investigations and claims experience (Highly Valued)
• Strong investigation and problem-solving capabilities.
• Excellent stakeholder management and relationship-building skills.
• Ability to navigate difficult conversations and achieve positive outcomes.
• Strong written and verbal communication skills.
• High attention to detail and strong administrative capability.
• Ability to work collaboratively across multiple business functions.
• Sound judgement and decision-making skills.
• A commitment to fairness, consistency, and customer experience.

Why Join?

This is an opportunity to join an organisation undergoing continued growth and evolution, where you will have the ability to influence customer outcomes, improve processes, and work alongside experienced leaders and stakeholders. You will be trusted to take ownership of meaningful and complex matters while contributing to a culture that values collaboration, accountability, and continuous improvement.

At Empire Group, we value diversity and are committed to equitable recruitment. We encourage Aboriginal and Torres Strait Islander peoples, people from culturally diverse backgrounds, people with disability, and other underrepresented groups to apply. Our focus is on creating fair, accessible, and culturally safe recruitment processes that genuinely reflect and respect the communities we serve.