Crawford & Co.

AU-Business Services Quality and Customer Service Consultant

Job Locations AU-Remote
Posted Date 2 months ago(28-7-2021 10:00 AM)
Requisition ID
# of Openings

Why Crawford?

At Crawford, we care about our people and embrace the unique talents of each of our team members. We foster career progression through training/engagement and offer a generous benefits package. Crawford leads by example and is at the forefront of our industry. So, let us welcome you as part of our global community

Purpose of Position

To support the overall business in responding to complaints in a timely fashion and assist in compliance with, and identification of breaches of, the General Insurance Code of Practice


  • Intake, distribution, follow up and respond to escalations / complaints received from key clients
  • Preparation of General Insurance Code of Practice breach reviews and timelines for key clients
  • General Insurance Code of Practice data integrity audits
  • Open complaint reviews to identify opportunities to resolve and progress contentious claims
  • Preparation of monthly and ad hoc complaint and General Insurance Code of Practice reports for key clients
  • Comply with client Service Level Agreements
  • Liaising with internal External and Internal Claims Adjusters, other Crawford staff including Contractor Connection and external service providers and suppliers
  • Client relationship management
  • Triage overflow assistance
  • Ad hoc administrative functions

Key Crawford Behaviours

  • Customer Focus: Focus on understanding and meeting the customer's needs. Involves actively seeking information to understand internal and external customers’ circumstances, problems, expectations, and needs
  • Organisational/Time Management: Effectively prioritises work and meets deadlines. Involves allocating time and resources efficiently and effectively; managing multiple assignments or tasks effectively.
  • Quality: Consistently produces high quality work. Involves professional presentation of documents, with high level of accuracy.
  • Communication/Interpersonal Skills: Communicates clearly and professionally with both internal and external clients. Involves conveying information, both written and verbal, in a clear and concise manner.
  • Responsiveness: Responds to requests for information, emails and returns telephone calls promptly and professionally
  • Adaptability: Demonstrates tolerance for uncertainty; responds to changing circumstances by being innovative and altering behaviour to better fit different situations; learn new skills, perform work in different ways; willing to be flexible.
  • Teamwork: Works cooperatively with others and build effective working relationships to accomplish common team goals and objectives. Involves understanding team dynamics, fostering collaboration, providing a tangible contribution and listening and responding to the input of others in a manner that creates an environment of mutual trust and respect. Willingness to transfer knowledge and skills as appropriate

Key Relationships

  • Global Service Line Managers
  • Business Managers
  • External Claims Adjusters
  • Internal Claims Adjusters
  • Customers, insurers, insurance brokers, suppliers and contractors

Experience/Knowledge Required

  • Exposure to insurance claims required
  • Exposure to General Insurance Code of Practice preferred

Technical Skills Required

  • Excellent computer abilities
  • Report writing skills
  • Experience with claims databases preferred


  • Educated to Year 12
  • Certificate IV in financial Services (General Insurance Tier 1) preferred
  • Willing to undertake further study and training to support and enhance position requirements


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