Case Manager & Customer Assist Coordinator

Multiple Opportunities Available | South Melbourne | Hybrid Working
 
At HomeRepair, we're growing and are looking for customer focused professionals to join our team. Whether your strengths lie in coordinating emergency response services or managing repair claims from start to finish, we'll help you build a rewarding career supporting customers through their insurance repair journey.
 
About HomeRepair
HomeRepair is a wholly owned subsidiary of Suncorp Group Ltd, one of Australia and New Zealand's leading general insurers. We specialise in residential repair and Make Safe services, helping customers get back on track after unexpected property damage.
We combine the support and stability of a large organisation with the culture of a close-knit business where people genuinely matter.
 
About the Role
We are hiring for two different types of roles, Case Manager and Customer Assist Coordinator.
 
A Case Manager is responsible for coordinating and managing residential insurance repairs from approval through to completion. They work closely with customers, trades, suppliers and insurers to schedule repairs, provide regular updates, resolve issues and ensure repairs are completed efficiently, to a high standard, and with a positive customer experience. The role has a mix of handling inbound and outbound calls while managing a portfolio of repairs.
 
A Customer Assist Coordinator is often the first point of contact for customers following an insurance claim. They support customers by coordinating emergency make-safe works, arranging assessments and inspections, liaising with trades and stakeholders, and keeping customers informed throughout the early stages of the repair process. The role focuses on delivering excellent customer service, managing enquiries, and helping ensure claims progress smoothly and efficiently.
 
These are fast paced roles where communication, organisation, empathy and problem solving are critical to success.
 
What We're Looking For
We're interested in people with experience in:

• Customer service or contact centre environments
• Claims, insurance or case management
• Repairs, scheduling, property management or coordination roles
• High-volume administrative or operational support positions

 
You'll also bring:

• Outstanding communication and stakeholder management skills
• Strong organisational and multitasking abilities
• Resilience and the ability to remain calm under pressure
• High attention to detail and accurate record keeping
• A customer-first mindset and genuine desire to help people
• Experience in insurance, property repairs, scheduling or trades coordination is highly regarded, but not essential.

 
Why Join HomeRepair?

• Hybrid working arrangements available after training
• Structured onboarding and ongoing development
• Career pathways across HomeRepair and Suncorp Group
• 20 weeks paid parental leave for primary carers
• Annual wellness day
• Flexible working arrangements
• Employee Assistance Program
• Discounts on selected Suncorp insurance products
• Modern office facilities with onsite gym
• Breakfast, snacks, tea and coffee provided

 
Training
Successful applicants will complete a structured onboarding and training program designed to set you up for success. During training, attendance in the office will be required before transitioning to hybrid working arrangements.
 
Ready to Apply?

• If you're passionate about helping customers, enjoy coordinating outcomes, and thrive in a fast-paced environment, we'd love to hear from you.
• A successful National Police Check will be required as part of the recruitment process.
• HomeRepair is an equal opportunity employer committed to creating an inclusive and diverse workplace where everyone feels valued and supported.
• If you require adjustments during the recruitment process, we're here to support you

 
For a confidential discussion, contact: Jazzmine Renn - Talent Acquisition Specialist - Careers@Homerepair.com.au