Team Leader, Claims

RAC WA; Perth; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Flexible work arrangements

Free roadside assistance

Discounts on RAC services and products

Community volunteering opportunities

Job summary

RAC WA in Western Australia is seeking an Experienced Claims Team Leader to guide a team of claims professionals and drive performance in a fast-paced environment.

You will lead daily operations, provide technical guidance, and collaborate with stakeholders to enhance the end-to-end claims journey, while ensuring quality and member-centric outcomes.

Qualifications

• 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

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

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

Applications Close COB Friday 9th October 2026

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