Purpose of the Role:
As a Performance Repair Coordinator, you will drive tactical repair momentum across allocated builder portfolios — converting performance data, ageing reports, SLA exceptions and customer impact risks into immediate action. You will coordinate builders and internal stakeholders to remove blockers, accelerate milestones and restore portfolio discipline, working alongside Performance Relationship Managers to free them to focus on governance, performance management and allocation decisions.
You will:
Commercial Expediting & Repair Momentum
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Proactively manage and expedite at-risk repairs across builder portfolios by removing blockers, coordinating actions and prioritising claims based on customer impact, urgency and commercial exposure.
Daily Portfolio Control
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Monitor exception queues, ageing reports and milestone compliance to maintain clear action plans, hold builders to contracted standards and track progress through to resolution with evidence-based updates.
Builder Partner Execution
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Issue targeted action lists to builders, hold them to agreed response expectations and challenge avoidable delays — escalating persistent non-response or repeat failure through the appropriate governance pathway.
Stakeholder Coordination & Escalation
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Act as the commercial conduit across builders, Claims, Assessing, Recoveries and PRMs — coordinating resolution of operational blockers, maintaining clear accountability and escalating material delinquency or performance issues to the PRM.
Performance Insight & Operating Model Discipline
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Maintain accurate visibility of repair momentum and builder responsiveness, identifying recurring failure points and systemic bottlenecks to deliver practical insights that support PRM performance conversations, governance forums and compliance with operating standards.
Knowledge and Experience:
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Experience in home claims, insurance building, repair coordination, supplier performance or high-volume service operations, with a practical understanding of the repair lifecycle, key milestones, builder obligations and common failure points
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Proven ability to manage high-volume queues, ageing work, SLA exceptions and short-cycle recovery actions, using workflow, reporting and performance data to direct action and evidence outcomes
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Strong commercial judgement to triage tactical blockers, with clear escalation discipline when issues require governance or formal performance management
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Confident working with builder partners and broader stakeholders across Claims, Assessing, Recoveries and Commercial teams to secure commitments, clarify next actions and drive timely completion
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Action-orientated, resilient and organised with strong communication skills — clear, direct and evidence-based — and a zero-detriment mindset with high attention to detail, ownership and follow-through
Our Perks:
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Location – North Lakes: This role is based at our North Lakes office. Save the long commute to Brisbane and work for a growing company close to home and within walking distance to some of the north side’s best retail outlets, restaurants and other amenities. This is an on-site role.
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Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
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Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
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Grow with us - we’ve got learning and professional development opportunities to suit everyone.
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Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
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Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
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Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
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Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
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Perks App - Access to an employee benefits and discounts app called ‘Perks’ offering your great discounts, offers and programs across a range of areas
About us:
Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.
Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Virgin Money and Coles Insurance.
We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today.
Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.
- A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.
