Key Role InformationLocation : Townsville & Toowoomba (Hybrid)Contract Type : 12-month contractStart Dates : Monday 8th, 15th & 22nd December ****Hours : Full-time, Monday–Friday on a rotating roster (8:00am–6:00pm)Salary : $79,500 (inclusive of 12% super)Training : 5-week structured training programHybrid Working : Week 1 fully onsite; thereafter 3 days WFHWhat It's Really Like to Be a Claims Manager at SuncorpAs a Claims Manager, people think I just manage claims.
But what I really do is help people on some of the worst days of their lives – and we're looking for others who are just as passionate about making a difference.When storms hit or fires break out, our phones ring.
I could be speaking to someone whose home is underwater, whose roof has collapsed, or who's just lost everything.
It's not easy, but it's real, human work, that matters - because customer obsession is at the heart of everything we do.I joined Suncorp because I wanted to make a difference.
What I found was a role where I'm challenged every day, backed by a team who truly gets it, and supported by leaders who check in, especially after the tough calls.What I Do as a Claims ManagerNo two days are ever quite the same, but here's what you can expect :Listen, really listen: I speak with customers who are often overwhelmed or vulnerable.
I give them the space to be truly heard, because customer obsession starts with understanding.Be a calm, steady guide: I walk them through what's covered in their policy, what will happen next, and make the complex feel simple.Balance heart with policy: I make fair, transparent decisions that respect both the customer's situation and our guidelines.Keep things moving: I manage my own portfolio of claims end-to-end, making timely decisions and keep things moving, especially during busy times.Solve problems: Every customer's situation is different.
I think critically and creatively to find the best way forward, especially when things don't go to plan.Stay on top of the detail: I document everything accurately, it's how we stay accountable and ensure customers feel confident in the process.Lean on your team: Some calls are challenging, but I'm part of a supportive group who debrief together, check in, and keep things human.What You'll BringThis isn't a script-reading call centre job.
It's fast-paced, emotionally complex and deeply human.You'll do well here if you bringCompassion: A calm, compassionate voice that brings reassurance, even in tough conversationsResilience: Emotional resilience with the ability to manage your wellbeing and stay groundedConfidence: Confidence to make clear, fair decisions and communicate them with clarityDetail-Focused: Sharp attention to detail paired with the skill to balance multiple prioritiesEmpathy: Genuine empathy and care for customers navigating challenging timesGrowth Mindset: Experience in customer service, claims, insurance, or fast-paced environments is valued, but what matters most is a growth mindset and passion to make a real differenceWhat's in it for youHours: Full-time, Monday to Friday (rotating roster between 8am–6pm)Location: Hybrid working — just two days a week in the officeSalary: $79,500 inclusive of 12% superTraining: Five weeks of structured, supportive training, setting you up to succeed and grow from day one.Work From Home Setup: Reliable internet, webcam, dual screens, ergonomic desk and chair, everything you need to be your best.Support: Leaders who genuinely care, real-time coaching to help you shine, access to Employee Assistance Programs, and a kind, capable team that has your back.Why I StayThis job isn't for everyone.
You need thick skin and a big heart.
You'll have days where the calls are tough, and you feel stretched.
But if you're someone who finds purpose in helping people when it really counts, you'll find this role incredibly fulfilling.We're hiring now.
If this speaks to you, apply today.And if you're unsure?
Apply anyway, we'd love to speak with you.
Some of the best Claims Managers here had no idea they'd be good at this, until they gave it a go.For more information, please contact our delivery partners on ************.At Suncorp, we are committed to building futures and protecting what matters.
We value the unique experiences, insights and diverse workforce that benefits our people, our business, and our customers.
We'd love to see your application and speak with you even if you do not match the above mentioned.
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