Job Description

MLB is a specialist insurance building repairer, delivering quality repair solutions with a strong focus on customer service, communication and quality outcomes. As part of the broader Ambrose Construct Group, this is an exciting opportunity to join a growing business within the insurance building industry.

We are looking for organised, customer-focused Claims Support / Claims Service Officers to join our team.

These roles are at the heart of our insurance repair process, supporting customers and coordinating claims from initial lodgement through to repairs and completion. You’ll work closely with customers, insurer clients, Building Managers, Supervisors, subcontractors and internal teams to keep claims moving and deliver a positive customer experience.

The Role

Depending on your role and experience, you may support claims during the initial stages through to repair commencement or coordinate repairs through to completion and claim closure.

Your responsibilities may include:

• Providing friendly and professional customer service via phone, email and client portals
• Coordinating insurance repair claims and keeping customers informed throughout the process
• Managing shared inboxes, enquiries and allocated claim workflows
• Scheduling appointments and coordinating required documentation
• Following up outstanding actions, approvals and information to keep claims progressing
• Liaising with Building Managers, Supervisors, subcontractors, suppliers and internal teams
• Maintaining accurate claim notes, documentation and system updates
• Updating insurer and client portals throughout the claim
• Supporting reports, photographs, approvals, invoices and completion documentation
• Assisting with trade and supplier invoice enquiries
• Identifying delays, customer concerns or outstanding requirements and escalating them where required
• Ensuring claims are accurately handed over between different stages of the repair process

About You:

You’ll be someone who enjoys working with customers, stays organised when things get busy and takes ownership of getting things done.

To be successful, you will ideally have:

• 1–2+ years' experience in customer service, administration, claims support, scheduling or a similar role
• Experience managing a high volume of phone calls, emails or online enquiries
• Excellent written and verbal communication skills
• Strong organisation and the ability to manage competing priorities
• High attention to detail and accurate data entry skills
• Confidence using Microsoft Outlook, Word and Excel
• Experience using workflow, CRM, job management or claims administration systems
• A proactive approach to following up outstanding actions
• The ability to build positive relationships with customers and internal and external stakeholders
• Full working rights in Australia

Previous experience in insurance, insurance building, construction, restoration, property repairs or maintenance services would be highly regarded, but transferable customer service and administration experience is also valuable.

Why Join MLB?

This is a great opportunity to build or continue your career within the insurance building industry while becoming part of a supportive and collaborative team.

You’ll gain exposure to the complete insurance repair journey, work with a wide range of customers and stakeholders, and have the opportunity to grow your knowledge of claims and insurance repairs.

If you’re organised, customer-focused and enjoy working in a fast-paced environment where no two claims are quite the same, we’d love to hear from you.

Apply today and join the MLB team.