Motor Claims CEV (Customers Experiencing Vulnerability) Lead

6Month Secondment

• Location: Brisbane Melbourne Adelaide Toowoomba
• Contract Type: 6Month Secondment
• Function: Consumer Insurance Customer Management & Experience

Make a meaningful impact for customers who need us most.

Were looking for a compassionate skilled and customerobsessed Motor Claims CEV Lead to join our Motor Claims team on a 6month fixed term contract based in Brisbane.

In this specialised role youll support customers experiencing vulnerability providing tailored endtoend case management and acting as a trusted single point of contact throughout their claims journey. Youll play an essential role in ensuring every customer is treated with dignity respect and empathydelivering fair effective outcomes at every step.

What youll do

As a Motor Claims CEV Lead you will:

Customer Care & Case Management

• Manage or oversee the full journey of claims involving customers experiencing vulnerability.
• Build a clear understanding of each customers circumstances through active listening and empathetic communication.

Communication & Support

• Provide clear timely and proactive updates advice and next steps across phone email and facetoface communication.
• Handle customer enquiries concerns and complaints with professionalism and care.

Decision Making & Escalation

• Exercise independent sound judgment in managing claims.
• Prepare business case papers for escalations requiring approval.

Specialist Referrals & External Support

• Identify and refer customers to relevant community and support services when appropriate.

Customer Experience & Continuous Improvement

• Contribute to initiatives and improvements that enhance the vulnerability customer experience.
• Provide feedback and insights to drive positive change across the business.

Data Insights & Reporting

• Provide insights to support CEV strategy and improved customer outcomes.
• Assist in preparing and reviewing daily weekly and monthly reports.

Complaints Management

• Own and resolve complaints empathetically through MCC processes using strong conflict resolution strategies to reduce escalation.

Stakeholder Engagement

• Build trusted relationships with internal teams including MCC ICR ECR and the Customer Advocate Office.
• Collaborate to remove barriers raise awareness and expedite claim resolution.

Compliance & Risk

• Ensure all work aligns with the Insurance Code of Practice privacy regulations and industry standards.
• Identify and manage risks proactively.

Team Culture & Performance

• Positively contribute to team culture engagement activities and continuous improvement initiatives.
• Achieve performance targets and take ownership of your personal development.

What youll bring

• Minimum 2 years experience in insurance claims.
• Experience managing complex and sensitive claim scenarios.
• Strong understanding of insurance claims processes across multiple functions.
• Case management experience essential.
• Strong customer focus with the ability to balance customer and commercial outcomes.
• Excellent communication skillswritten verbal and interpersonalwith an empathetic nonjudgmental approach.
• High attention to detail strong problemsolving ability and effective decisionmaking skills.
• Skilled in conflict resolution and negotiation to achieve positive outcomes.
• Resilient adaptable and solutionfocused mindset.
• Strong timemanagement skills with ability to work autonomously.
• Collaborative team player able to build strong internal and external relationships.
• Confident navigating digital systems including Microsoft Suite; experience with Tableau or Genesys (advantageous).
• Knowledge of general insurance products legislation and industry guidelines (e.g. Privacy Act GICoP).

Why join us

• Play a vital role supporting vulnerable customers when they need us most.
• Work with a highly supportive purposedriven team.
• Enjoy flexible working practices aligned with business needs.
• Contribute to industryleading customer experience initiatives.

Ready to make a difference

If youre passionate about customer advocacy experienced in insurance claims and committed to delivering exceptional support to customers experiencing vulnerability wed love to hear from you.

Advertised: 16 Feb 2026 AUS Eastern Daylight Time
Applications close: 23 Feb 2026 AUS Eastern Daylight Time