Burleigh Heads, Gold Coast | Full-time | Careers, not jobs
We're looking for a people-first person to join the National Claims Hub based in Burleigh Heads. Help set the tone from the very first customer contact and bring drive, energy, genuine motivation, and unwavering integrity— someone who wants to build a career while making a real difference in customers' lives.
What you'll Assist With
* Delivering strong service performance and first-contact resolution (speed, responsiveness, quality)
* Work closely with your manager to assist the team to accurately identify vulnerable customers, complaints and feedback.
* Work with the Customer Care team to ensure specialised support is provided to customers as required.
* Lead coaching strategies that ensure the team is actively encouraging customers to provide feedback
* Deliver high standards of service required to lift CSAT and NPS scores
* Help drive team success through active on-the floor coaching l
* Lead performance conversations and monitoring real-time queue performance.
What you'll bring
* 3+ years experience across customer operations (contact centre, claims intake, customer ops or similar
* Exposure to the insurance repairs / restoration / building or claims environment (highly regarded)
* Confidence leading performance through coaching, quality standards and clear expectations
* Calm and empathetic when handling escalations, complaints and vulnerable customer matters
* A practical improvement mindset — you look for better ways and follow through
Why join JLG
* Careers, not jobs: real development, growth pathways and support
* Purpose-led work that impacts people and communities
* A strong team culture built on ownership, pace and doing the right thing
You must have full work rights for permanent work Australia and be prepared to undergo a criminal background check as part of the recruitment process.
Ready to set the standard for Customer First service at JLG? Apply now.
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