Team Leader, Claims

26RACIA RAC Insurance Pty Limited; Perth; On-site; AUD 110,000 - 130,000; Full time

Benefits offered by this job

Flexible work options

Wellbeing programs

Free Roadside Assistance

Discounts on RAC products and services

Volunteer opportunities

Career development

Job summary

RAC in Western Australia is seeking a motivated and experienced Claims Team Leader to join our dynamic team. You will lead a group of claims professionals, coaching them to deliver accurate, member-centric outcomes and maintain high service standards.

This operational leadership role requires people management skills, a solutions-focused mindset, and the ability to drive performance while ensuring compliance with internal policies and SLAs.

Qualifications

• Experience leading a claims or operational team.
• Ability to coach and develop staff.
• Strong communication and stakeholder management.
• Results-driven with focus on quality and customer service.

Responsibilities

• Lead and coach a team of claims professionals to meet service, quality, and productivity targets.
• Monitor workflows and allocate resources for efficiency.
• Provide guidance on complex or escalated claims and decision-making.
• Drive continuous improvement and adherence to policies and SLAs.
• Collaborate with stakeholders to resolve issues and improve the claims journey.

Skills

Leadership experience

People management

Claims processing knowledge

Coaching and development

Stakeholder communication

Tools

Claims systems

Reporting tools

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.” Our Claims team plays a vital role in supporting our members during challenging times, and we are looking for a motivated and experienced Claims Team Leader to join our dynamic team.

About the Role

As a Claims Team Leader, you will be responsible for leading and coaching a team of specialists to ensure efficient, accurate, and member-centric claims processing. This operational leadership role requires strong people management skills, a solutions-focused mindset, and the ability to drive performance in a fast-paced environment.

Key Responsibilities

• Lead, support and coach a team of claims professionals to achieve service, quality, and productivity targets.
• Monitor daily workflows and resource allocation to ensure operational efficiency.
• Provide technical guidance and decision‑making support for complex or escalated claims.
• Foster a high‑performing and engaged team culture through regular feedback, development planning, and performance reviews.
• Ensure compliance with internal policies, industry regulations, and service‑level agreements.
• Identify and implement continuous improvement initiatives to optimise processes and member outcomes.
• Collaborate with stakeholders across the business to resolve issues, share insights, and improve the end‑to‑end claims journey.

About You

• Proven experience in a leadership role within a claims or operational environment.
• Willingness to learn and adapt in a continuously evolving environment.
• Effective communicator with strong interpersonal and conflict resolution skills.
• Results‑driven with a focus on quality, compliance, and customer service.
• Ability to lead through change and support team resilience in a dynamic environment.
• Confident in using claims systems, reporting tools, and managing KPIs.
• Experience managing customer/member disputes within a financially regulated environment is preferred.

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

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. For any assistance please contact [e-mail]