Insurance And Claims Consultant

The Warehouse Group looks after some of Aotearoa’s most famous and beloved retail brands, including The Warehouse, Warehouse Stationery and Noel Leeming. They stay famous and beloved because we’re always working to deliver relevant and exciting customer experiences to New Zealanders. We have recently embraced a brand-led model, ensuring we remain laser-focused on our customers and markets specific to them. Retail is more competitive than ever, and we need to bring our A game.

Here at Noel Leeming, services are our key differentiator that sets us apart from the competition. Our services range and offering ensures our customers purchases are delivered, installed, set up and secure in the space they need it, when they want it.

We are passionate about ensuring our customers have a great experience with our brand and this is where you come in

As our Insurance and Claims Consultant, you will play the critical role in supporting our customers with claims and communication processes. You will be an administrative genius providing support via phone and email to ensure an efficient, timely handling of any claims that come your way across multiple stakeholders.

Based in our Support Office in Northcote, our contact centre is a 6-day operation. Our Insurance and Claims Consultants work a 6-day work week (Saturday rotation with following Friday RDO) between the hours of 7.30am to 5.30pm (average 40 hours per week).

Your day to day will look like this:

• Being responsible for the claims journey and making sure that all stakeholders are communicated with throughout the process.
• You will work collaboratively with a team to deliver outcomes identified as part of the Protection Framework on behalf of our insurance underwriter.
• Liaise between the insurance companies, their customers, and our store network to provide replacements and resolutions, predominantly over email and phone.
• Utilising product knowledge and expertise to provide the best recommendations to resolve the claims process.

• Previous experience within a contact centre, ideally in an insurance environment
• Technology or appliance product knowledge a definite advantage
• Excellent spoken and written communication skills
• An outstanding phone manner – able to speak confidently and articulately
• Great attention to detail and accuracy of work
• Effective decision-making skills
• The ability to work with a sense of urgency
• Enjoy working with a diverse array of people and building successful working relationships

At TWG, we believe in giving people the opportunity to grow, develop and realise their career ambitions.

When you join us, we offer a range of benefits that work for you, your lifestyle and your career which include:

• Discounts across our brands
• Paid birthday day off for permanent team members
• Free parking at our Northshore support office
• We value collaboration & flexibility – embracing hybrid working – up to 2 days working from home per week once fully integrated in the work protocols
• Onsite gym and café at our Northcote support office
• 26 weeks paid parental leave for permanent team members
• A range of wellbeing support and development opportunities