Lead a high performing motor claims team and make a real
difference for our clients.
We’re looking for an experienced Motor Claims Team Lead who is passionate about leadership, customer service, and continuous improvement.
This is an opportunity to join a collaborative, people-first organisation where you’ll lead a team of Claims Executives while remaining hands-on with complex claims.
About CBN
At Community Broker Network, we’re not just supporting insurance businesses – we’re shaping the future of the industry.
As Australia’s largest network of general insurance authorised representatives, we empower over 300 businesses and 1,000 employees across the country.
Our team offers market access, technology, education, marketing, HR, business advice, and more, supporting brokers from Perth to Cairns.
We’re a certified Great Place to Work with an incredible culture, and a genuine commitment to helping our people grow.
Our values:
🔹We Listen (Understand)
🔹We Achieve (Accomplish)
🔹We Are One (Together)
Purpose of the Role
As our Motor Claims Team Lead, you will oversee the day-to-day operations of the claims function, ensuring clients receive a professional, efficient, and fair claims experience.
You’ll provide technical guidance on complex claims, coach and develop your team, drive service excellence, and work closely with brokers, insurers, and internal stakeholders to deliver market-leading outcomes.
What you will do:
- Lead, coach and develop a team of Claims Officers
to achieve high performance.
- Manage complex and escalated claims from lodgement
through to settlement.
- Ensure claims are assessed accurately, fairly and
within agreed service timeframes.
- Support brokers and clients by providing expert
claims advice and guidance.
- Oversee complaint handling in line with regulatory
requirements and internal dispute resolution obligations.
- Monitor workloads, quality standards and team
performance.
- Identify training needs and foster ongoing
capability development.
- Drive continuous improvement across claims
processes, systems and service delivery.
- Prepare claims reporting and provide insights to
management on trends and opportunities.
- Build strong relationships with insurers, service
providers and internal stakeholders.
What you will Bring:
You’ll be an experienced motor
claims professional who is passionate about leading and developing people,
while consistently delivering positive outcomes for customers and stakeholders.
You’ll thrive in a fast-paced, high-volume environment, lead by example, and
bring a practical, solutions-focused approach to challenge.
You’ll also have:
- Demonstrated experience leading, coaching, or
mentoring a motor claims team.
- Strong technical knowledge of motor claims,
including liability assessment, repair processes, and total loss
management.
- Proven ability to manage complex, sensitive, or
escalated motor claims to resolution.
- Excellent communication skills, with the ability to
influence and build relationships with internal teams, brokers, customers,
and suppliers.
- Solid understanding of complaints handling, dispute
resolution, and regulatory requirements.
- Strong organisational and prioritisation skills,
with the ability to manage team performance and competing operational
demands.
- A focus on continuous improvement, with a track
record of driving efficiency, quality, and customer service outcomes
within a claims environment.
- Ability to use data and insights to support
decision-making, improve team performance, and enhance the customer
experience.
Our Awesome Benefits!
🏆 Great Place to Work certified 3 years in a row
🌟Hybrid working flexibility: x3 Days in the Office, x2 Days at Home!
🧘Generous yearly well-being allowance
🥰2x Mental health days and birthday leave (on top of annual leave)
📚 Study support / L&D
💫Generous incentive & bonus plan
👶 Paid parental leave
❤️ Salary continuance benefit
✈️ Generous Travel insurance and cyber security insurance discounts
👏Celebrates personal & professional achievements
🎉 Regular team building functions, events and cultural activities
😍 Other benefits: health & travel insurance, retail stores and more!
On top of that, you’ll join a collaborative, approachable and fun culture that lives and breathes its core values and focuses on continuous improvement.
Ready to make your mark?
We encourage applications from results-oriented individuals who are passionate about building strong communities and achieving ambitious goals.
For further information about the position please contact HR at hr@cbnet.com.au
