Claims Manager (Restoration)

Rapid Restoration Australia Pty Ltd is seeking an experienced Claims Manager (Restoration) to join our dynamic team in Staylton, Queensland. This is a full-time position that plays a crucial strategic role within our claims operations. As a Claims Manager, you will be responsible for overseeing the management and delivery of restoration claims, ensuring exceptional service to our clients whilst maintaining operational efficiency and profitability.

We specialise in water damage restoration, mould remediation, fire and smoke damage, flood recovery and building make safes, providing rapid, professional support to insurers and their policyholders.

With dedicated teams across Southeast Queensland, Cairns, Townsville, Bundaberg and Northern NSW, we provide a 24/7 emergency response, industry-compliant services and transparent reporting.

We work closely with insurance companies, loss adjusters and assessors to ensure every job is managed promptly, professionally and to a high standard.

What sets us apart is our combination of technical expertise, operational efficiency and genuine care for clients during what can be a stressful time. From initial site attendance through to full restoration, we are committed to minimising disruption, restoring properties efficiently and supporting policyholders throughout the claims journey.

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The Role

We’re looking for an experienced Restoration Claims Manager to oversee the end to end management of insurance claims and restoration projects.

You’ll be a key point of contact between insurers, assessors, loss adjusters, internal restoration, contractors and property owners, ensuring each claim is managed efficiently and professionally from first attendance through to completion.

This is a fast-paced role suited to someone who understands the insurance restoration environment and can confidently manage multiple jobs and competing priorities.

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Key Responsibilities

• Manage and coordinate insurance restoration claims, including water, mould, fire, flood, storm and make-safe works

• Liaise with insurance companies, loss adjusters, assessors, builders and policyholders

• Monitor job progress, priorities, deadlines and insurer SLAs

• Ensure compliance with relevant standards, scopes of work and insurer requirements

• Review and manage site assessments, Encircle reports, inspection reports, scopes of work, variations and supporting documentation

• Accurately update and maintain job files using Prime Ecosystems, Encircle, Endata and other relevant systems

• Review technician reports and ensure required documentation is completed accurately and within required KPI timeframes

• Monitor restoration works and proactively address delays, issues or concerns

• Proactively resolve client concerns and maintain a high level of customer service

• Communicate effectively with insurers, assessors, property owners and internal teams

• Assist with job close-out and ensure all required documentation is completed

• Identify opportunities to improve operational processes, reporting and overall job performance

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What We're Looking For

• 3+ years' experience in restoration, insurance building, claims management or a similar role

• Strong knowledge of IICRC standards and water, flood, fire, smoke, mould and storm restoration workflows

• Good understanding of insurance claim processes and reporting requirements

• Experience dealing directly with insurers, assessors, loss adjusters and policyholders

• Strong organisational skills and excellent attention to detail

• Excellent verbal and written communication skills

• Strong problem-solving and decision-making skills

• Ability to manage competing priorities in a fast-paced environment

• Confident working with technicians, contractors and internal teams

• Proficient with job management and claims management software

• Ability to work independently while also being an effective member of the wider team

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Preferred Experience

The following experience will be highly regarded:

• Endata experience – highly preferred
• Encircle experience – highly preferred
• Prime Ecosystems experience – highly regarded
• Previous experience working within an insurance restoration network or insurer panel
• Experience working with major Australian insurers
• Knowledge of IICRC S500 and S520 standards
• Experience with insurance restoration estimating, scopes and variations
• Experience coordinating restoration technicians and subcontractors
• Understanding of insurer SLAs, KPIs, claim workflows and compliance requirements
• Experience managing high-volume restoration claims from initial attendance through to completion

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What We Offer

• Join a growing and established restoration business
• Work with a diverse range of insurance restoration claims
• Supportive and professional team environment
• Opportunity to work with major insurers and industry partners
• Career progression within a growing organisation
• Variety across restoration, claims management and operations
• Modern systems and technology including Prime, Encircle and Endata
• Opportunity to be part of a company focused on quality, accountability and getting the job done properly

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Apply Now

If you have strong experience in insurance restoration and claims management, understand the restoration process from initial make-safe through to completion, and are confident managing insurers, assessors, technicians and customers, we’d love to hear from you.

Apply now to join the Rapid Restoration team.