Customer Service - Call Centre - Kawana Waters

Home Claims Consultant | Customer Service Kawana Waters, Sunshine Coast | Permanent Full Time
$74,140.61 package (inclusive of super) + incentives
Saturday shift only every 7–8 weeks
Start date: Monday 24 August 2026
Great with people? Build a career in insurance. If you’re someone who genuinely enjoys helping people, solving problems and taking ownership of getting things sorted, this could be a fantastic next career move.
Our client is a large, highly regarded and growing insurance organisation looking for customer-focused people to join its Home Claims team in Kawana Waters.
And here’s the good news – you don’t need insurance or claims experience.
If you’ve developed great customer service skills, can communicate confidently and know how to stay calm and helpful when someone needs support, they’ll provide the training to teach you the rest.
What’s in it for you?

• $74,140.61 package (inclusive of super) + incentives
• Permanent, full-time career opportunity
• Comprehensive training – previous insurance experience isn't essential
• Saturday shift only once every 7–8 weeks
• Convenient Kawana Waters location close to shops, cafés and restaurants
• Paid annual “ME” day
• Paid volunteer day each year
• Option to purchase up to two additional weeks of leave
• Comprehensive paid parental leave
• Employee discounts and a broad range of additional perks
• Access to internal development programs and online learning
• 24/7 safety, medical and mental health support
• Workplace giving program with matched charitable donations
• Social team environment with regular events, celebrations and family days
• Genuine opportunities to develop and progress your career

What will you actually be doing? When a customer makes a home insurance claim, you’ll become one of their key points of contact, helping them navigate the process and understand what happens next.
It’s much more than simply answering calls.
You’ll manage your own claims, speak with customers, review information from builders, engineers and suppliers, solve problems and make decisions within policy guidelines.
Most importantly, you’ll help make what can sometimes be a stressful experience simpler and easier for the customer.
You’ll be responsible for:

• Managing a portfolio of home insurance claims
• Supporting customers throughout their claim and providing regular updates
• Building rapport and understanding each customer's individual circumstances
• Reviewing reports from builders, engineers and suppliers
• Making accurate claim decisions in line with policy guidelines
• Setting clear and realistic expectations
• Resolving problems and navigating challenging conversations with empathy
• Working closely with internal teams, builders, suppliers and other stakeholders
• Maintaining accurate information and meeting compliance requirements
• Taking ownership of delivering a positive customer experience

Who are we looking for? You could already be working in:
Customer Service | Contact Centres | Banking | Insurance | Retail | Hospitality | Travel | Telecommunications | Utilities | Administration
We’re less concerned about the industry you come from and more interested in how you deal with people.
You’ll ideally bring:

• Strong customer service skills and a genuine desire to help
• Excellent verbal and written communication
• Empathy and the ability to build rapport with different personalities
• Confidence handling difficult or emotional conversations
• Good judgement and problem-solving skills
• Strong attention to detail
• The ability to organise your workload and juggle competing priorities
• Confidence using technology and learning new systems
• Accountability, integrity and professionalism
• A positive attitude towards learning and development

The hours:
This is a permanent full-time role working 37.5 hours per week on a rotating roster.
Current operating hours are 6:00am–6:00pm, Monday to Saturday, with a Saturday shift currently required only once every 7–8 weeks.
Interested? If you’re ready to take your customer service skills somewhere they can lead to a genuine career, we’d love to hear from you.
Applications are now open for the Monday 24 August 2026 intake.
Apply now for a confidential discussion and email your resume to: enquiries@hinchen.com.au
Hinchen Recruitment Group offers an informative, honest and transparent recruitment process where our goal is to provide a quality experience that is respectful to all. Confidentiality is assured with all applications, with your privacy our priority.