In this fast-paced customer-focused role youll be a key contact point for coordinating towing storage recovery and salvage activities following roadside and claim-related incidents. Youll work closely with customers towing providers repairers IAA and internal claims teams to ensure vehicles are moved efficiently safely and in line with claim outcomes.

Youll play a vital role in delivering calm empathetic support to customers during stressful situations while keeping towing and salvage processes running smoothly meeting service levels and driving positive claim and customer outcomes.

This role is a 6-month secondment.

About Shannons

Shannons is Australias leading insurance provider for motoring enthusiasts. We are also one of Australias leading motorcycle insurance providers and proudly support more than 1200 car and motorcycle enthusiast events across Australia every year.

Were proud to be part of the Suncorp Group family alongside some of Australias most trusted and diverse insurance brands. Together were driven to make the complex simple and provide our customers with peace of mind when it matters most.

What Youll Do

• Deliver professional calm and empathetic service to customers during roadside and post-incident situations
• Coordinate towing services from allocation through to vehicle drop-off storage repairer or salvage handover
• Allocate towing nationally based on urgency vehicle type customer needs location and provider availability
• Liaise closely with towing providers repairers IAA and internal stakeholders to ensure timely vehicle movement and outcomes
• Manage towing storage recovery and salvage enquiries from customers repairers and internal teams
• Support vehicle assessment and salvage processes in partnership with IAA including document uploads vehicle status updates and action progression through the IAA portal
• Coordinate vehicle movements to and from IAA yards in line with claim outcomes and salvage requirements
• Monitor towing timeframes costs authorisations and service outcomes to ensure compliance with agreed processes and entitlements
• Maintain accurate and up-to-date information within ClaimCentre and the IAA portal
• Handle inbound customer calls complaints and requests relating to towing storage and salvage within agreed service levels
• Identify and escalate risks delays service issues or sensitive situations connected to towing or salvage
• Recommend improvements to towing and salvage processes provider performance cost efficiency and customer experience

What Youll Bring

• Experience in Motor Claims towing coordination roadside assistance or salvage-related roles
• A strong customer-first mindset with the ability to remain calm under pressure
• Working knowledge of ClaimCentre systems and confidence using multiple systems and portals
• Excellent time-management and multitasking skills in a high-volume environment
• Strong attention to detail and sound judgement when managing costs entitlements and sensitive situations
• Clear and confident communication skills with the ability to adapt your approach for customers and stakeholders
• A continuous improvement mindset and willingness to share ideas to enhance service delivery

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Advertised: 06 Feb 2026 AUS Eastern Daylight Time
Applications close: 15 Feb 2026 AUS Eastern Daylight Time