Customer Care Coordinator

Company Overview:

AMI HomeHub is a subsidiary of NZ's largest domestic insurer, IAG NZ and has been established to provide a superior customer experience to IAG customers in all main centers. This is the first time an insurer has owned a complete building services company and uniquely affords business and its team the greatest opportunity to be the best in class and make a difference through people, systems and technology.

Role Overview:

As a Customer Care & Sales Support, you will be the first point of contact for customers, insurance companies, and other stakeholders via phone and email. This role requires a friendly, solution-focused communicator who can guide customers through the reinstatement process, connect them with the right internal team members, and gently promote our services. You'll also help manage the general inbox and respond to enquiries quickly and accurately, taking ownership wherever possible.

This is not your typical customer service role – we are looking for people who can blend customer support, communication savvy, and soft sales skills to ensure every interaction adds value.

Key Responsibilities:

Customer Interaction & Communication:

• Act as the first point of contact for all incoming phone calls and emails.
• Assist customers by answering enquiries, providing updates, and directing them to appropriate contacts within the business.
• Ensure customers are updated on their claim progress across all claim stages.
• Maintain a calm, empathetic, and professional tone, even in challenging or sensitive situations.
• Adapt your communication style based on the customer's needs, background, and language fluency.

Inbox & Communication Management:

• Monitor and manage the general email inbox, ensuring all communications are actioned promptly.
• Triage and respond to emails directly where appropriate, reducing the need to escalate or involve other departments to expediate resolutions. This will require claim progress interpretation and a sound knowledge of the overall claim process, with the focus on customer resolution to enquiries
• Log interactions and outcomes in internal systems accurately and promptly; where required follow up team members to ensure responses have been sent and customer/clients are updated.

Sales & Upselling:

• Identify opportunities to promote additional services during interactions with customers.
• Softly upsell or encourage customers to proceed with reinstatement work through our company, building confidence and trust.
• Communicate the value and benefits of working with us in a helpful, non-forceful way.
• Discuss customer portals, websites and catalogues etc. with customers to ensure their understanding of our products and services
• Ensure customers understand the customer journey and timeline expectations.

Learning & Development:

• Quickly learn and retain knowledge of our internal systems, insurance processes, and workflows, allowing you to have an overall understanding of the business and processes
• Stay up to date with our service offerings, processes, and escalation pathways.

Claim Processing Coordination:

• Claim triaging – establish additional claim information to determine whether claim is suitable for us and identify the need for emergency works
• Assessment bookings – assist the Estimation Team with booking assessments with customers, ensuring efficient travelling routes for Assessors are maintained.
• Otherwise directed by Management.

About You:

Essential Attributes:

• Excellent verbal and written communication skills.
• Calm, friendly, and patient phone manner.
• Strong organisational skills and attention to detail.
• Ability to multitask and manage competing priorities.
• Tech-savvy and quick to learn new systems and processes.
• Customer-focused mindset with a genuine desire to help.

Highly Desirable:

• Previous experience in a customer service, call centre, or sales support role.
• Experience in the insurance, construction, or reinstatement sectors.
• Familiarity with CRMs or inbox/email management tools.
• Confidence in handling occasional difficult conversations or high-stress situations.

Benefits:

• Competitive annual salary (based on experience)
• Insurance discount for Home, Contents and Vehicle
• Large variety of career progression
• Large variety of work on a day-to-day basis

Candidates with insurance industry background would be preferable however not essential.

Join AMI HomeHub and become an integral part of a dynamic team dedicated to delivering exceptional customer experiences and a company growing to become New Zealand's best in class. If you have the requisite skills and experience, we invite you to apply and contribute to our commitment to excellence.