HomeRepair is a wholly owned subsidiary of Suncorp Group Ltd (Suncorp), a major general insurer in Australia and New Zealand. Our primary business is to provide residential repair and make‑safe services in Australia for insurance claims made by Suncorp’s home insurance customers.
About the role
Reporting to the Risk and Compliance Manager you will be responsible for ensuring operational activities across the business meet internal standards, external regulatory requirements and following processes through robust call monitoring, auditing, reporting, and continuous improvement initiatives.
Responsibilities
- Maintain and update the Quality Framework in line with industry standards, legislative and process changes
- Ensure call monitoring is performed to assess customer interactions for compliance, quality, customer experience and service excellence
- Provide coaching insights and feedback to improve frontline performance and customer experience
- Ensure regular audits of claims are performed to ensure compliance with key process and regulatory obligations and complaint management to ensure customer experience and repair progression / timeliness
- Identify trends and recommend corrective actions to address recurring issues.
- Prepare and deliver monthly quality and compliance reports, highlighting key metrics, trends, and areas of concern
Skills & experience
- Experience leading or working within a quality or compliance function of a customer service environment (i.e. insurance or building industry)
- Robust understanding of compliance / quality frameworks
- Experience in identifying, reporting and developing process / performance improvement opportunities
- Industry qualifications eg. Cert IV in Compliance and Risk Management, Customer Contact or General Insurance (desired)
- Excellent analytical and reporting skills with the ability to interpret data and present insights clearly
- Ability to develop quality and compliance frameworks to test and monitor adherence to core legislative requirements
Why work for HomeRepair?
- 20 weeks paid parental leave for the primary carer
- 1 x wellness day per year
- Modern office facilities with access to a free gym onsite
- Breakfast, snacks, fruit, tea and coffee provided
- Access to ongoing training and professional development
- Employee Assistance Program to support health and wellbeing
This role will be subject to a successful National Police Check.
For any questions or a confidential chat, please contact: Elly Cawley – Talent Engagement & Acquisition Lead on ***********@homerepair.com.au
We are an equal opportunity employer committed to creating an inclusive and diverse workplace. We welcome applicants from all backgrounds and experiences. If you require any adjustments to the recruitment process to support your application, please let us know.
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