Purpose of the role 

Manage a portfolio of claims from start to finish, delivering evidence-based outcomes while providing exceptional customer service throughout the claims journey.

Key priorities 

• Manage a portfolio of liability claims across home, landlord, and SME products
• Proactively drive exceptional outcomes and timely claim resolutions
• Deliver strong financial and customer service results
• Build and maintain effective relationships with suppliers and intermediaries
• Respond to customer queries with professionalism and care
• Contribute to continuous improvement within the claims team
• Ensure compliance with regulations and the General Insurance Code of Practice
• Maintain high performance across evolving business KPIs
• Promote a strong risk and safety culture in line with company policies
• Champion Youi’s values and support operational excellence

About you 
Experience & Knowledge:

• Minimum 5 years' insurance claims experience, including 3+ years in liability claims
• Strong knowledge of relevant legislation, regulations, and legal processes
• Solid understanding of claims principles across multiple portfolios
• Understanding of broker-intermediated markets and managing service agreements
• Proven ability to deliver exceptional customer service in complex environments
• Solutions-focused with strong commercial acumen and sound judgment
• Effective at managing competing priorities and meeting deadlines
• Excellent written and verbal communication skills
• Committed to compliance and accountability within delegated authority
• Demonstrates alignment with company values and contributes to a positive team culture
• Legal qualifications highly regarded

Ways of working 

Fortitude Valley office:
Conveniently located at the corner of James St and Ann St, our Fortitude Valley office is just a short walk from the train station and well-connected by bus. It’s also near some of Brisbane’s best restaurants, bars, and shops!

Why Youi?

At Youi, we challenge the norm—in both insurance and hiring. With 3,000+ employees, we’re growing fast, driven by diversity, individuality, and a passion for awesome service. Our dynamic, honest, and human-focused team values every contribution. If you’re ready to make a difference, join us!

• Work-Life Balance – 22 days of leave (including your birthday), paid volunteer day, and onsite wellness services.
• Wellbeing – Free fitness classes, bike hire, onsite health checks, and a 24/7 employee assistance program. Enjoy social sports, virtual health challenges, and two onsite cafés.
• Financial Perks – 15% insurance discount, retail deals, and financial wellbeing & health insurance consults.
• Career Growth – Career progression and paid study leave.
  
  

As a Circle Back Initiative member, we commit to respond to every application.