Salary: $73,000 per year

ABOUT US
At Custom Fleet we’ve been using our smarts to make the complex simple for over 40 years. It’s the driving force that continues to make us the fleet and leasing leader in Australia and New Zealand today.

When you join Custom Fleet, you’re joining a business that is Going Places. With us, what you do and who you are matter. Being part of our diverse crew means you’ll feel welcome, empowered, and have lots of fun celebrating our success (and that sure does feel good!).

We are a crew of accountable go‑getters on a journey of continuous improvement – we collaborate and support each other, working hard to win for our customers, for our business, and for each other. Whilst winning isn’t everything, we are proud of our success and love it when we reach the #1 spot.

ABOUT THE ROLE
When one of our customers has been involved in an accident you will be the calm, confident voice that guides them through what to do next. As an Accident Management Consultant you will handle inbound calls, lodge insurance claims and ensure every customer receives seamless and supportive service from start to finish.

You will manage the end‑to‑end claim process, keeping customers informed, coordinating with suppliers and ensuring every detail is captured accurately. If you love helping people, enjoy problem‑solving and bring energy to fast‑paced environments then this role is a great match.

Essential Duties

• Deliver a superior level of customer service, demonstrating customer centricity, accountability, and collaboration.

• Process motor vehicle accident claims for Custom Fleet customers via their insurer or through the AMS claims lodgement process.

• Manage the claims process end‑to‑end, ensuring clear communication and managing customer expectations throughout.

• Maintain a well‑managed claims portfolio, taking timely action on all cases.

• Ensure accurate and prompt processing of all supplier invoices.

• Process all transactions accurately to ensure information is reportable and accessible to customers.

• Perform all duties diligently and in line with established KPIs.

Other Duties

• Provide support across all areas of the Accident Management team as required.

• Undertake any other duties and responsibilities as necessary.

ABOUT YOU

You are a natural listener with a strong sense of empathy, is someone who stays calm under pressure and brings a positive and solutions‑focused mindset to every customer interaction. You communicate clearly, take pride in accuracy and enjoy owning your portfolio of work from beginning to end.

You love being part of a collaborative team and you are motivated by delivering a smooth, stress‑free experience for customers when they need it most.

Essential

• Strong active listening skills with the ability to empathise and understand others.

• Demonstrates integrity and always maintains confidentiality.

• Highly accountable with exceptional attention to detail.

• Collaborative team player with energy, passion, and a positive attitude.

• Excellent written and verbal communication skills, able to deliver clear and concise messages to diverse audiences.

• Ability to work effectively with multiple internal stakeholders to ensure a seamless and efficient customer experience.

• Proven ability to perform under pressure, meet tight deadlines, and work independently with minimal supervision.

Other

• Intermediate proficiency in Microsoft Word and Excel.

• Strong analytical skills with the ability to interpret and analyse complex data and results.

Education & Experience

Essential

• Experience in the insurance industry, specifically in claims management.

• 2–3 years of customer service experience.

• Solid understanding of general liability rules and comprehensive knowledge of Traffic Authority Road Rules.

Other

• Insurance claims experience in Heavy Commercial.

• Motor claims recovery experience.

FOR YOU
We offer industry leading 'Custom Perks' including:

• Annual performance bonus

• Take 5 program - potential to earn an extra week of annual leave

• Collaborative Hybrid work environment - 3 days in office

• Gender-neutral Parental Leave - 12 weeks paid entitlement

• Company funded social events

• Dress for your day policy

• Employee discounts

• Intersection - our Diversity Network

• Cultural Leave swap

• Ongoing investment in your growth including access to our digital learning platform – Degreed

• Reward and recognition programs

• Volunteer and community engagement opportunities

• Wellbeing leave

HOW TO APPLY
Please submit your resume and cover letter by clicking ‘Apply Now’. At Custom Fleet we are committed to growing a team made up of diverse people, skills, and experiences. We encourage applications from all backgrounds, communities, and industries.

OUR DIVERSE CREW
Research shows that women and people of diverse backgrounds are less likely to apply for roles if they don't meet every qualification. If after reading this, you’re not sure you tick every single criteria box, but have the passion to get behind our Values, we think you should click that apply button anyway. We're passionate about building a diverse and inclusive team, and love hearing from people like you! If you have a disability that requires support including an alternate job ad format, interview arrangements or adjustments, please let us know by emailing our recruitment team at careers@customfleet.com.au or call our Customer Service Team on 1800 812 681 - they will take your details and arrange for a return call from a member of the Talent Team.

Unlawful Conduct Commitment
Custom Fleet is dedicated to maintaining a culture of respect where there is zero-tolerance of any form of discrimination, harassment, and victimisation. We are committed to eliminating unlawful conduct in the workplace and uphold the highest standards of ethical behaviour and compliance with applicable laws and regulations.

Our careers team and hiring leaders kindly request no unsolicited resumes or approaches from recruitment agencies. Custom Fleet is not responsible for any fees related to unsolicited resumes.