Job Description

Solvd partners with some of Australia’s biggest insurers and fleet operators throughout the mobility ecosystem from the moment a claim is lodged, to policy interpretation, navigating liability, through to repairs, replacement vehicles, and settlements.

About the role

As a Customer Service Officer (CSO), as part of our Motor Insurance Claims team, delivering fast, accurate support in a busy, purpose driven environment. You’ll guide customers through their claims process with clarity, care, and confidence, solving real problems in real time, from organising glass repairs, tow bookings, hire car arrangements, and other service update requests.

What you'll be doing

• Handle a high volume of inbound calls and provide quick, helpful updates to our customers
• Ask clarifying questions and respond with empathy, helping customers feel supported at every step
• Capture accurate details in our systems to keep records of all interactions, claim details, actions, and outcomes to keep claims moving smoothly
• Hit service level agreements (SLA’s) while delivering a consistently positive experience, support your teammates to meet shared goals and celebrate wins together
• Share updates with customers and our Claims Consultants so that everyone stays in the loop
• Build strong working relationships across internal teams and external partners by delivering timely information and great service
• Take part in huddles, training sessions, to support ongoing learning and career development
• Spot patterns and trends in enquiries and share insights that help us improve the overall claims experience
• Jump in on extra tasks as needed to support the team and leadership

What we’re looking for

• 1 + year of customer service experience, ideally within insurance or a similar environment
• A genuine interest in developing a career in insurance or claims management
• Strong communication skills and a professional, customer-focused phone manner
• High attention to detail and the ability to follow structured processes
• Confident using office software, systems, and digital tools
• Ability to manage multiple tasks and prioritise effectively in a fast-paced environment
• A collaborative team player with a proactive and positive attitude

A great opportunity for someone who enjoys meaningful customer interactions, thrives in a busy environment, and wants to grow within the insurance space.

What’s in it for you

• We offer a hybrid working model, with 2 to 3 days per week in our Melbourne CBD office. To support your onboarding, the initial 2 to 3 weeks of training will be delivered fully on-site.
• A supportive team environment that values learning, collaboration, and growth
• Opportunities to develop your career in the insurance industry
• Regular team check-ins, coaching, and ongoing development
• A workplace that values diversity, inclusion, and a positive team culture
• Health and financial wellbeing support, additional leave options, as well as a range of perks and discounts on everyday essential

Solvd Australia is proud to be an equal opportunity employer.

We are committed to creating a diverse and inclusive workplace where everyone feels valued, respected, and empowered to thrive. We welcome applications from people of all backgrounds and identities, and we do not discriminate based on race, religion, ethnicity, national origin, gender identity or expression, sexual orientation, age, marital status, or disability. We believe that diverse perspectives drive innovation and better outcomes, and we actively foster a culture of inclusion where differences are celebrated, and everyone has equal access to opportunities. If you require adjustments to the recruitment process or the role to support your application, please let us know, we’re here to help.