Customer Advisor

Job description

CUSTOMER ADVISOR – CUSTOMER & OPERATIONS – NSW, VIC, QLD and SA

At Allianz, we’re proud to be named one of the Best Workplaces in Australia 2025 and a Great Place to Work. As a leading global insurance and asset management brand, we prioritise care for our customers, the planet, and each other. We hire the very best people to further our commitment to caring and securing the future for our customers.

We offer an inclusive workplace where everyone feels like they belong, while promoting a culture of lifelong learning, development, and global mobility. Join us and share your ideas, be inspired, give back to the community and feel proud to be a part of an organisation doing meaningful work that matters while supporting sustainability, mental health, and well-being.

Let’s care for tomorrow, so we can create a better future together, for everyone.

About the role

• Identify trends through technical complaints escalation handling to drive improvement in customer and business outcomes.
• Identify training gaps at an individual and portfolio level.
• Develop strategies to ensure Internal Assessing Teams meet the new Code of Practice obligations and outcomes.
• Share expertise in Domestic claims with the wider AAL teams and identify capabilities and competencies required to manage internally assessed claims and influence the recruiting process.
• Oversee the execution of the Quality Assurance Framework for Internally Assessed claims, identifying training needs of individuals and overseeing the execution of the training in consultation with the Team Manager.
• Provide support regarding development conversations around individual Internal Assessors at a technical level.
• Oversee the delivery of onboarding of new internal assessors and maintenance of processes and procedures.
• Oversee Technical complaint handling, ensuring AAL meets Code of Practice obligations.
• Identify and deliver business improvement opportunities and efficiencies via complaints handling, Quality Assurance execution and technical queries from Internal Assessors.
• Leverage and influence AAL Technical Teams to ensure current knowledge aligned to rest of the business and leverage best practice across Customer Services.

About you

• Significant experience in a claims assessment / management role for a complex, matrixed general insurance organisation.
• ANZIIF Certificate 4 or Loss Adjustor accreditation.
• Demonstrated experience in leading, coaching and developing a claims team at a technical level.
• Knowledge and understanding of home claims products.
• Ability to plan and prioritise effectively, organise tasks and manage competing resources and demands.
• Ability to navigate complexity and ambiguity and provide pragmatic commercial solutions to meet stakeholder expectations.
• Proven capability to manage change through the initiation and promotion of organisational transformation, leveraging effective process, collaboration and communication to foster commitment and participation.
• Actively works toward discovering and addressing the need for products and services among organisational members and stakeholders, client groups, and the public, and implements service delivery improvement action plans in compliance with organisational standards.
• Excellent verbal and written communication skills, capable of communicating with clarity, impact and influence.
• A passion for leveraging emerging technologies to stay ahead in a rapidly evolving digital landscape.