Service Manager

at  QBE

Primary Details
Time Type: Full time
Worker Type: Employee

Service Manager

• Location: Parramatta or Newcastle
• Type: Fixed Term contract until January 2026

The opportunity
Located in Parramatta, the position of Service Manager is responsible for providing direction, coaching, and coordination for a team of Case Managers and specialists. You will provide advice to the team on claims management, legislation and quality, whilst leading the team in achieving individual and team performance targets.

The key responsibilities for this role include the following, but not limited to:

• Supervise the quality management of all claims with the team
• Plan, manage and review team performance and customer satisfaction
• Identify training needs, assist in facilitating appropriate support and provide coaching/mentoring
• Ensure compliance with relevant legal, regulatory, industry and ethical standards

About You
You are a natural leader with solid negotiation and conflict resolution skills, you can build relationships and have exceptional people management expertise. Working in a fast-paced environment you take pride in delivering an exceptional customer experience and can maintain these levels of excellence through times of change, demonstrating resilience.

You can demonstrate the following experience and skills:

• Experience leading a team
• Workers compensation experience and an in-depth knowledge of relevant NSW legislation
• Strong customer service and people skills
• High degree of organisational skills and time management
• An aptitude for analysing information and making strategic decisions

About QBE
We can never really predict what’s around the corner, but at QBE we’re asking the right questions to enable a more resilient future – helping those around us build strength and embrace change to their advantage. We’re an international insurer that’s building momentum towards realising our vision of becoming the most consistent and innovative risk partner.
And our people will be at the centre of our success. We’re proud to work together, and encourage each other enable resilience for our customers, our environment, our economies and our communities. With more than more than 13,000 people working across 27 countries, we’re big enough to make a real impact, but small enough to provide a friendly workplace, where people are down-to-earth, passionate and kind.
We believe this is our moment – what if it was yours too? Your career at QBE — let’s make it happen!
Benefits

We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances. As a QBE employee you will have access to and benefit from:

• ‘Hybrid Working’ – a mix of working from home and in the office to enhance your work/life balance
• Our ‘Thriving at our Best’ wellbeing program, including free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice
• 18 weeks’ gender-equal flexible leave for all new parents, including paid super
• The ability to maximise retirement savings through voluntary super contributions and company matching
• Income protection insurance & reimbursed Death and Total Permanent Disability insurance premiums
• Additional leave and support through QBE’s Family Domestic Violence First Responder Network
• Discounts on insurance products, car hire, hotels, goods and services including benefits through our various sports and arts sponsorship partners

Rewards & Recognition

We value our employee’s experience with us and are proud to have been recognised for the following awards:

• 2021 LinkedIn Top Employer & HRD Employer of Choice
• 2020 Best Workplace Diversity & Inclusion and Excellence Award for Best Health & Wellbeing at the Australian HR Awards
• Platinum employer on the Australian Workplace Equality Index (AWEI) – the definitive national benchmark on LGBTQI+ workplace inclusion
• Ranked 3rd place in the AAGE Top Graduate Employers 2023 for medium sized program as voted by graduates
• Top 20 Workplaces for Dads in 2019 and 2020 (HBF Direct Advice for Dads)
• Family First accredited employer since 2021

APPLY NOW and let’s make it happen!
Click APPLY to submit your application. Successful applicants will need to complete work rights, police and credit checks through our online provider as a condition of employment.
QBE recognise the value of diverse perspectives and experience. We are committed to an inclusive workplace where everyone feels valued and respected for who they are. If we can provide support with access requirements, alternative work arrangements or you would like to connect with one of our networks please contact us at
recruitment@qbe.com
Skills:
Claims Administration, Claims Resolution, Complaint Management, Critical Thinking, Customer Service, Customer Value Management, Detail-Oriented, Document Management, Intentional collaboration, Managing performance, Operations Management, Process Improvements, Risk Management, Stakeholder Management, Time Management
Application Close Date: 14/02/2025 11:59 PM
How to Apply:
To submit your application, click “Apply” and follow the step by step process.
Equal Employment Opportunity:
QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates

• Supervise the quality management of all claims with the team
• Plan, manage and review team performance and customer satisfaction
• Identify training needs, assist in facilitating appropriate support and provide coaching/mentoring
• Ensure compliance with relevant legal, regulatory, industry and ethical standard