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Assistance Team Leader

3 months ago

South Brisbane, Australia Randstad Australia Full time

Our Client:
Our clients are trusted global experts in maintaining the reliability and integrity of the insurance process with their partnered company. Across borders, cultures, and languages, our client is proud to be able to provide reliable care and assistance services to all types of individuals.

  • Permanent leadership position available
  • Full time hours Monday - Sunday rotating roster
  • $110k + Superannuation
  • 10% yearly bonus
  • Appealing location with convenient access to public transport, wide selection of shops, cafes, restaurants within walking distance
  • Team engagement days
  • Employees have access to various benefits including salary packaging services, discounts at restaurants and shops, and wellness resources
  • 4 weeks of in depth training (all on-site)
  • 50% hybrid role after training
  • Laptop, headset and dual monitor allocated for WFH set up.
  • Great workplace culture and excellent development/ career opportunities

    Your role:

    The Assistance Team Leader is responsible for the daily operational activities related to management of our clients 24/7 business. The role leads the front-line team members with direct oversight of cases to ensure customers are supported by the application of our clients Standard Operating Procedures. To align with the business strategy, our clients focus is to maintain and provide a customer centric experience. To deliver on this, the team leader will ensure the team is consistently available and responsive to our customers 24/7.

    Key Responsibilities:

    • Oversee daily activities to ensure cases are appropriately managed and prioritised
      • Allocation of case work with consideration of team capabilities
      • Oversee case direction on complex and high priority cases throughout the scheduled shift
      • Share insights on the teams performance measures to help inform the business and operational direction
      • Aid in identifying improvements for our customer journey to deliver the best outcome and elevating business performance.
      • Manage team member adherence to roster, company policies, procedures, KPIâs and targets
      • Facilitate performance plans, performance reviews and development plans for team members
      • Support the development of and career progression of the team, including succession planning
      • Managing team members handling vulnerable customers and sensitive case types, creating a safe space for debriefing and supporting psychological impacts.

        Key Expected Outcomes:

        • Meet & exceed Performance to key metrics, KPIs and regulatory requirements.
        • Positively influencing efficiency creating an enhanced customer experience
        • Identify Team performance and capability improvements
        • Support the Manager to deliver effective & constructive working relationships with internal and external stakeholders
        • Consistently display a positive and constructive approach to change, leading by example.
        • Create a culture of âone teamâ across physical and remote working locations

          Essential Experience and Qualifications:

          • 2-4 years leadership experience, in an Emergency Assistance environment
          • Demonstrated ability to deliver results in a high-pressure environment
          • Exceptional written, verbal and interpersonal communication skills
          • Strong knowledge of General Insurance Industry
          • Strong Team engagement and development skills.
          • Personal integrity
          • Demonstrated ability to balance commercial, business/team and customer considerations.
          • Highly developed interpersonal, communication and negotiation skills.

            Desired Experience and Qualifications:

            • Qualification in General insurance or financial services
            • Experience leading operational or customer service teams
            • 1-2 year's Experience within insurance

              Our recruitment process:

              Please note that our team is currently shortlisting for this position for a 09/09 start date. This process will include attending an interview with Randstad as well as our trusted client. Successful candidates will require 2 X reference checks from recent employers prior to commencement of employment. Applicants must have permanent working rights in Australia and must be able to pass a criminal history check

              Apply now or email your updated CV to @brisbaneassessmentcentre@randstad.com.au

              At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.


              experience

              2 years

              skills

              insurance, insurance management, insurance manager, leader, team leader, leadership, case coordinator,case manager, management, banking, finance, debt collection, credit analysis

              education

              Secondary School/High School