Roadside Operations Officer

What you’ll love about the opportunity:

Joining our Roadside Operations team, you will be part of a closeknit team that ensures the efficient operations of our Roadside Assistance products, ensuring that our customers are supported in their time of need after experiencing breakdowns. Your role will be instrumental in supporting suppliers and external partners, managing operational expenses, and assisting our customer-facing Service Centre with escalations.

What you’ll be doing:

• Act as a key liaison between truck drivers, service providers, and our customer support teams to ensure seamless roadside assistance.
• Process service provider invoices promptly so that roadside repairs and towing services are delivered without delay.
• Authorise payments and reimbursements, ensuring a smooth experience for customers who rely on Truck Assist.
• Monitor and manage active breakdown cases, troubleshooting issues and escalating urgent matters where needed.
• Ensure accurate tracking of vehicle and customer data, so that assistance can be delivered efficiently.
• Provide detailed reporting to help identify trends, improve processes, and enhance service delivery.
• Build and maintain strong relationships with service providers, truck dealers, and the Service Centre team to drive better roadside assistance outcomes.
• Conduct case reviews and audits to ensure service standards are met and continuously improved.

What we’ll love about you:

You will be systems savvy, have a high attention to detail and thrive in a fast-paced environment. You are quick-thinking, solution-focused, and passionate about helping people when they need it most. You’re not just about ticking boxes—you take ownership of problems and see them through to resolution. Additionally, you bring:

• A strong sense of urgency and the ability to manage multiple priorities in real-time.
• Confidence in engaging with different stakeholders, from truck drivers to service providers.
• Excellent problem-solving skills, with a proactive approach to resolving breakdown issues.
• Strong administration skills, with experience handling fast-moving operational processes.
• Clear and effective communication skills, ensuring the right people get the right information quickly.
• A high level of resilience, initiative and a proactive approach
• Experience in the Transport industry would be a beneficial however not essential

What to expect when you’re a part of the NTI family:

NTI is a market leader in the specialist insurance industry, boasting over 50 years’ experience, and backed by two of Australia’s largest insurers (CGU and Vero).We are committed to being a Best Employer of the Best People and as such, we offer:

• A real and tangible commitment to your development and ongoing study
• Competitive annual incentive program of up to 15%
• Generous discounts on a large range of personal insurance products
• Access to discounts on over 350 retailers across Australia
• Paid parental leave and the ability to apply for flexible working arrangements + more!

At NTI, we’re committed to providing an environment where our team members feel comfortable to be themselves and valued for their unique perspectives and contributions. 

Ready to apply? We can’t wait to read your application!

Our application process is tailored to each role based on the unique requirements. You may be required to complete phone, face to face or video interviews