ABOUT US
At Custom Fleet we've been using our smarts to make the complex simple for over 40 years. It's the driving force that continues to make us the fleet and leasing leader in Australia and New Zealand today. When you join Custom Fleet, you're joining a business that is Going Places. What you do and who you are matter. Being part of our diverse crew means you'll feel welcome, empowered, and have lots of fun celebrating our success.
ABOUT THE ROLE
When one of our customers has been involved in an accident you will be the calm, confident voice that guides them through what to do next. As an Accident Management Consultant you will handle inbound calls, lodge insurance claims and ensure every customer receives seamless and supportive service from start to finish.
Deliver a superior level of customer service, demonstrating customer centricity, accountability, and collaboration.
RESPONSIBILITIES
* Handle inbound calls and lodge insurance claims.
* Manage the end‐to‐end claim process, keeping customers informed and coordinating with suppliers.
* Maintain a well‐managed claims portfolio, taking timely action on all cases.
* Ensure accurate and prompt processing of all supplier invoices.
* Process all transactions accurately to maintain reportable data for customers.
* Perform duties diligently and in line with established KPIs.
* Provide support across all areas of the Accident Management team as required.
* Undertake any other duties and responsibilities as necessary.
ABOUT YOU
You are a natural listener with a strong sense of empathy, stay calm under pressure, and bring a positive, solutions‐focused mindset to every customer interaction. You communicate clearly, take pride in accuracy, and enjoy owning your portfolio from beginning to end.
* Strong active listening skills with the ability to empathise and understand others.
* Demonstrates integrity and maintains confidentiality.
* Highly accountable with exceptional attention to detail.
* Collaborative team player with energy, passion, and a positive attitude.
* Excellent written and verbal communication skills, able to deliver clear and concise messages to diverse audiences.
* Ability to work effectively with multiple internal stakeholders to ensure a seamless and efficient customer experience.
* Proven ability to perform under pressure, meet tight deadlines, and work independently with minimal supervision.
* Intermediate proficiency in Microsoft Word and Excel.
* Strong analytical skills with the ability to interpret and analyse complex data and results.
QUALIFICATIONS
* Experience in the insurance industry, specifically in claims management.
* 2–3 years of customer service experience.
* Solid understanding of general liability rules and comprehensive knowledge of Traffic Authority Road Rules.
* Insurance claims experience in Heavy Commercial.
* Motor claims recovery experience.
FOR YOU
* Annual performance bonus
* Take 5 program – potential to earn an extra week of annual leave
* Collaborative hybrid work environment – 3 days in office
* Gender‐neutral parental leave – 12 weeks paid entitlement
* Company funded social events
* Dress for your day policy
* Intersection – our Diversity Network
* Cultural Leave swap
* Ongoing investment in your growth including access to our digital learning platform – Degreed
* Reward and recognition programs
* Volunteer and community engagement opportunities
* Wellbeing leave
HOW TO APPLY
Please submit your resume and cover letter by clicking 'Apply Now'. Custom Fleet is committed to growing a team made up of diverse people, skills, and experiences. We encourage applications from all backgrounds, communities, and industries.
If you have a disability that requires support including an alternate job ad format, interview arrangements or adjustments, please let us know by emailing our recruitment team at careers@customfleet.com.au or call our Customer Service Team on 1800 812 681 – they will arrange a return call from a member of the Talent Team.
OUR DIVERSE CREW
Research shows that women and people of diverse backgrounds are less likely to apply for roles if they don't meet every qualification. If after reading this, you're not sure you tick every single criteria box, but have the passion to get behind our Values, we think you should click that apply button anyway. We're passionate about building a diverse and inclusive team and love hearing from people like you!
UNLAWFUL CONDUCT COMMITMENT
Custom Fleet is dedicated to maintaining a culture of respect where there is zero‐tolerance of any form of discrimination, harassment, and victimisation. We are committed to eliminating unlawful conduct in the workplace and uphold the highest standards of ethical behaviour and compliance with applicable laws and regulations.
NOTE
Our careers team and hiring leaders kindly request no unsolicited resumes or approaches from recruitment agencies. Custom Fleet is not responsible for any fees related to unsolicited resumes.
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