Customer Service Consultant – Major Loss

About the Role

As our Customer Service Consultant (Major Loss), you will play a key role in supporting commercial clients, insurers and project teams throughout the major and complex loss repair journey. Acting as a key point of contact, you will coordinate client communications, support claims progression and ensure stakeholders are kept informed throughout the repair process. Working closely with the Client Operations team, construction teams, insurers and external partners, you will help deliver seamless coordination across projects while maintaining high service standards, accurate documentation and strong client relationships. This role is ideal for someone who enjoys managing complex workflows, building trusted relationships and contributing to positive customer outcomes.

Key Responsibilities

• Manage client and stakeholder communications throughout the repair journey, ensuring expectations are proactively managed
• Support the coordination and progression of commercial insurance claims from allocation through to completion
• Liaise with insurers, brokers, loss adjusters, customers and internal teams to support seamless job progression
• Maintain accurate job records, documentation and updates across internal and partner systems
• Coordinate information, reports and documentation required to support project delivery
• Identify issues, escalate risks and support timely resolution to maintain service quality and client satisfaction

About You

• Experience in customer service, claims, administration or coordination roles
• Experience supporting insurance, construction or project-based environments is highly regarded
• Strong communication skills with the ability to build trusted stakeholder relationships
• Excellent organisation skills with the ability to manage multiple priorities and deadlines
• High attention to detail with a strong focus on documentation accuracy and compliance
• Confident using Microsoft Office and operational systems, with the ability to learn new platforms quickly

Why Join Us?

• Purpose & Impact – Be part of a purpose-driven organisation helping people rebuild and recover after unexpected events, making a real difference to individuals, families and communities.
• Supportive Team Culture – Our employee-led Culture Club helps bring our people together through social events, team activities and celebrations throughout the year.
• Rewards & Recognition – We celebrate our people through our Values Champion Program, including quarterly and annual awards.
• Career Growth & Development – Grow your career with opportunities to progress laterally and vertically across our group of businesses. 
• Health & Wellbeing – Access confidential support through our Employee Assistance Program (EAP) and participate in wellbeing initiatives like our annual wellness competition and corporate discounts on health insurance with Medibank & AHM (through Employment Hero).
• Financial & Lifestyle Perks – Enjoy earned wage access, retail discounts with leading brands, exclusive offers with partners like Virgin Australia, Booking.com and Engie, plus discounted gift cards and cashback cards across thousands of retailers.
• Travel & Holiday Benefits – Access Flight Centre Corporate Benefits, including exclusive travel deals, a $50 welcome voucher and ongoing discounts on holidays, tours and travel insurance.
• Office Perks – Start your day right with a complimentary continental breakfast provided, plus barista-style coffee, Friday drinks, and ping pong competitions!

About Us

Rizon is a leading provider of insurance repair and restoration services, supporting insurers, partners and customers across Australia following property damage events. Our team specialises in managing the repair process from initial claim through to completion, ensuring quality outcomes while delivering exceptional customer experiences.

At Rizon, we are committed to safeguarding communities, supporting our partners and creating opportunities for our people to grow and thrive. Our people are our greatest strength. We pride ourselves on our collaborative culture and the support we provide our team, recognising that every individual plays an important role in our success.