Helpdesk Support Officer

In this role, you'll be the key point of support for frontline consultants, providing real-time technical, system and procedural guidance to help deliver exceptional customer experiences. Working in a fast-paced and collaborative environment, you'll assist with complex enquiries, customer escalations, complaint management, quality assurance activities and continuous improvement initiatives. This is a fantastic opportunity for someone with strong customer service skills who enjoys problem-solving and contributing to operational excellence.

What You'll Be Doing

• Provide real-time technical, product, system, and procedural support to Total Loss Motor Claims consultants.
• Support frontline teams to navigate complex claims processes, systems, knowledge resources, Product Disclosure Statements, and underwriting guidelines.
• Act as an escalation point for complex customer enquiries, complaints, and technical claim matters, ensuring positive customer outcomes and compliance with regulatory requirements.
• Manage and respond to Helpdesk enquiries, technical mailboxes, payment reviews, and claim-related support requests in a timely manner.
• Deliver quality assurance activities across Total Loss teams, providing feedback and identifying opportunities to improve service, compliance, and performance.
• Maintain accurate records, file notes, and complaint documentation while identifying and escalating emerging risks and issues.
• Provide technical support and guidance on new initiatives, claim reviews, and complex claim scenarios.
• Identify and implement continuous improvement opportunities that enhance team efficiency, capability, and customer outcomes.
• Work collaboratively with leaders, specialists, and broader business stakeholders to support claims excellence and operational objectives.

What You'll Bring

• Previous experience within motor claims, insurance, technical support, quality assurance, complaints management, or a similar operational support role.
• Excellent communication and interpersonal skills, with the ability to explain complex information clearly and confidently to a variety of stakeholders.
• Proven ability to resolve customer complaints, disputes, and escalations through empathy, collaboration, and customer-focused solutions.
• Strong analytical and problem-solving skills with the ability to make informed decisions independently.
• High attention to detail and the ability to maintain accurate records while managing multiple priorities.
• A proactive mindset with a passion for continuous improvement, innovation, and driving positive change.
• Strong stakeholder management skills and the ability to build effective working relationships across teams.
• Resilience, adaptability, and a commitment to delivering exceptional customer and business outcomes.

Why You'll Love Working At Suncorp

Joining Suncorp means more than just a job, it's an opportunity to build a rewarding career with a company that genuinely invests in your success.

Here's What We Offer

• Annual leave, flexible leave, personal leave, loyalty leave, and parental leave (20 weeks full pay or 40 weeks half pay)
• Hybrid working with a blend of office and home-based work
• A strong focus on work-life balance
• Staff discounts with more than 400 leading Australian retailers
• Up to 25% discounts across Suncorp brands including AAMI, Shannons, Apia and more
• Reward and recognition programs
• Ongoing learning, career development and internal progression opportunities
• Join one of Australia's most trusted and inclusive employers
• Opportunities to get involved in community initiatives and volunteering programs

Please note: Benefits may vary depending on role, level and location.

Why you’ll love working with us

At Suncorp, our purpose has been at the core of our business for over 100 years. To deliver exceptional experiences we’ve had to become even more customer obsessed, innovative and performance driven than ever before.

Delivering on our purpose has always meant putting words into action. Building futures and protecting what matters is why we’re here. Caring for others, being courageous and doing the right thing underpins everything we do.

Chase the sun, apply online today

At Suncorp we believe we are our best when our workforce is as diverse, talented and passionate as the communities in which we live and operate, and where our people feel included, valued and connected. We are passionate about inspiring our people by creating a diverse, accessible, and inclusive culture, offering flexible work, career development and internal mobility, and building connected relationships amongst our team members and with our customers.

If you require more information or any support and adjustments to participate equitably in our recruitment process or in the workplace, we encourage you to contact ***email_hidden*** for a confidential conversation.