Make Safe & Restoration Coordinator

Who are we?

Mk3 Group are 100% Australian owned operated Insurance Building and Restoration service provider. With office located across Queensland, New South Wales, Victoria, South Australia and Western Australia – our team are placed to respond to a diverse geography of claims.

Our dedicated and growing team at Mk3 Group deliver end to end management of property claims across a range of insurers from major multi-nationals to niche and specialist insurers. With a scope to manage emergency repairs and make safes, through to restoration, property assessment and complete repair management. 

What are we looking for?

Experience can look like a range of things in this role. Whether you’re a trades person looking to get off the tools, a maintenance allocator or maybe a claims coordinator looking to get more hands on with claims. Our Emergency Response Team leans on a diverse range of experiences to ensure our clients and customers receive exceptional service.

What do our Make Safe and Restoration Coordinators do?

You’re the front line of response to our claims responsible for triage and management of any claim that requires urgent response or mitigation. Claims you will handle on a daily basis might look like:

• Burst pipes requiring urgent restoration response to start drying and prevent water migration
• Roof leaks requiring us to stop the leak and mitigate internal damage
• Impact from vehicles requiring propping, boarding and securing of the property
• Trees fallen onto home requiring structural and electrical make safes
• Fires that have damaged or destroyed homes the require urgent safety controls

While you will be responsible for triaging, coordinating trades, updating clients and securing properties – you will have a satisfying impact on our customers claims experience. You will be talking to people sometimes on their worst days where they have lost everything or can’t live in their homes. Your voice will be the one on the end of the line guiding them through the process and reassuring them that we have got them covered and arranging emergency response repairs.

Your Key Responsibilities

• Triage and allocate make safe and restoration works
• Liaise with insurance adjusters, brokers, loss assessors, contractors, and clients via phone, email, and collaboration software to assess damage, develop and implement restoration plans
• Ensure compliance with workplace health and safety requirements and industry standards
• Provide regular updates to stakeholders, maintain accurate digital records, and support business performance reporting.
• Drive One Call Resolution (1CR) solves the customer’s/client’s problem, question, or request in a single interaction without needing a follow-up.
• Support quality assurance processes by reviewing third party and internal trade reports and claim documentation to deliver positive claims experiences. 
• Reconcile make safe & restoration portfolio, ensuring that all outstanding invoices, works and communications have been finalised.

What do I need to bring to the role?

Ultimately, we are looking for individuals that can work well in a team, communicate clearly and efficiently, and thrive under time pressures and urgent responsive works.

Experience in one or more of the below would be beneficial but not essential (desirable).

• Willingness to learn and train new skills
• Ability to learn quickly and manage client SLA’s
• Insurance claims handling experience
• Trade coordination or allocation experience
• Water / Fire / Mould Restoration either field based or scheduling / administration

Key Skill Areas

• Ability to manage competing priorities in a fast-paced environment
• Strong computer literacy
• Clear communication both written and verbal
• Time management and attention to detail 
• Solution-oriented mindset with ability to apply previous knowledge in problem solving

What’s in it for you?

• Hybrid Work from Home Opportunities (probation conditions apply)
• Annual Birthday Leave & Optional RDO Program
• Monthly office initiatives
• A supportive management team that will help you gain the skills for your preferred career path
• Well-established claims team for both new and current claims professionals
• Competitive remuneration package based on experience

How to apply

Hit the ‘Apply Now’ button and attach your CV/Resume and Cover Letter or email hr@mk3.com.au with your Resume.

You must currently be in Australia and have eligible full working rights.

As a crucial part of our recruitment process, we require all suitable applicants to undergo background checks which include reference and criminal record checks.