Experienced Motor Assessor Manager required for a leading national insurance business in West-Melbourne

Your new company
Our client is a leading provider in the general insurance sector, offering a range of innovative and customer-focused products across Australia. With a strong commitment to operational excellence and digital transformation, the company partners with several well-known brands and maintains a growing presence both locally and internationally. The organisation fosters a collaborative and forward-thinking culture, supporting career development and continuous improvement. This is an office-based role, with a requirement to travel to assessment sites when required.

Your new role
This leadership role is accountable for overseeing the end-to-end assessment process, ensuring accurate evaluation of vehicle damage, cost-effective and safe repair methods, and alignment with business objectives. The role involves managing a team of assessors, driving operational excellence, and enhancing customer satisfaction through strategic decision-making and continuous improvement. Your key responsibilities will include:

• Lead and manage a team of assessors, providing coaching, performance feedback, and professional development to ensure high-quality assessments and customer service delivery.
• Oversee the assessment of vehicle damage, ensuring consistency, accuracy, and adherence to underwriting terms, claims protocols, and industry standards.
• Develop and implement assessment strategies that balance customer outcomes with business efficiency and cost control.
• Foster a culture of customer advocacy, ensuring exceptional service is delivered across all customer touchpoints, both digitally and in person.
• Review and approve complex or high-value assessments, providing guidance on repair methods and cost negotiations with repairers.
• Ensure compliance with the Industry Code of Conduct, and lead initiatives to support rectification and cost-recovery processes.
• Collaborate cross-functionally with claims, underwriting, and repair network teams to resolve escalated issues and drive continuous improvement.
• Monitor and report on team performance, repair turnaround times, and customer satisfaction metrics, using insights to inform operational improvements.
• Champion digital transformation in assessment processes, promoting the adoption of innovative tools and channels to enhance efficiency and service delivery.

What you'll need to succeed
In order to be considered for this role, you will have:

• Strong experience within the motor body repair industry, such as working as an auto mechanic, panel beater, spray painter etc.
• Experience in people management / leadership, with an ability to manage a large team of assessors throughout a state / area.
• Strong customer service capabilities and being able to build rapport with clients and customers.
• Good knowledge of insurance policies and the insurance claims procedure, such as from working within insurance claims or a broader insurance role.
• A valid driving licence (Vic).

What you'll get in return
If successful in your application for this role, the company will offer a competitive salary and benefits package, including:

• A salary of between $120,000 and $135,000 including super. There is some scope for negotiation depending on your experience.
• A company vehicle which can be used for personal use, and is maintained by the employer.
• Technology package including a work phone and iPad.
• Extensive insurance discounts across a range of products including home and motor.
• Holiday allowance with an ability to purchase more days of leave.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or contact Sam Puddephatt on [email protected] now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.