Job Description

Are you an organised, customer-focused professional who thrives in a fast-paced environment? Do you enjoy coordinating schedules, helping customers, and working as part of a high-performing team?

FEN Australia is seeking a Claims Scheduling Coordinator to join our team in Victoria. This role plays a critical part in ensuring insurance restoration jobs are scheduled efficiently while delivering exceptional service to customers, insurers, restoration partners, and internal stakeholders.

About the Role

As a Claims Scheduling Coordinator, you will be responsible for managing incoming claims, coordinating technician schedules, and maintaining clear communication with customers and clients throughout the claims process. You will be the key link between insured customers, restoration technicians, insurers, and internal teams, ensuring service delivery is timely, accurate, and customer-focused.

Key Responsibilities:

• Register and process new claims and make-safe requests.
• Coordinate appointments and schedule restoration technicians.
• Liaise with customers, insurers, suppliers, and internal stakeholders via phone and email.
• Allocate jobs to restoration team members once approvals have been received.
• Provide customers with scheduling updates, changes, and important information.
• Maintain accurate records across internal management systems and insurer platforms.
• Escalate urgent matters and issues to the appropriate team members.
• Deliver outstanding customer service while meeting service and KPI expectations.
• Support the Claims Coordinators and broader administration team as required.
• Build and maintain strong relationships with clients and stakeholders.

About You:

To be successful in this role, you will have:

• Previous administration or scheduling experience.
• Strong customer service skills and a genuine desire to help customers.
• Excellent verbal and written communication abilities.
• High attention to detail and strong organisational skills.
• Confidence using Microsoft Office and multiple computer systems.
• The ability to multitask and prioritise effectively in a busy environment.
• A proactive, positive attitude and the ability to work within a KPI-driven team.
• Experience in a similar role within the Insurance Restoration space is highly desirable.

What We Offer:

• Exciting career growth opportunities within the role and Ambrose Construct Group.
• Comprehensive induction, training, and ongoing learning opportunities.
• A supportive and encouraging workplace culture with a passionate team.
• Staff engagement initiatives including fortnightly morning tea, monthly BBQs, and more.
• Modern office facilities and resources.
• Access to our Employee Assistance Program.
• Referral program - earn $2,000 for referring a successful candidate!
• At Ambrose, we pride ourselves on fostering an inclusive and diverse work environment where every team member is valued. We believe in teamwork, professional growth, and making a real impact.

Please note: This is an office-based role.

Only shortlisted applicants will be contacted.

If this sounds like the perfect role for you, apply now