Customer Care Team Leader

2 weeks ago

Melbourne City Centre, Victoria, Australia Guild Group Full time

Job Number:

Work type:

  • Full Time Permanent

Location:

  • Melbourne (CBD)

Categories:

  • Customer Service

The Organisation


For almost 60 years Guild Insurance has provided innovative and progressive professional indemnity, business, and personal lines insurance solutions, as we near our seventh decade we continue to innovate and challenge the way we do things.

In fact, we have recently invested in a way of working program that will empower you to work in a way that is contemporary and enabling Our new workspace in Melbourne has been designed to accommodate hybrid working and our Sydney space will soon follow.


At Guild Insurance, we empower our people to act with integrity, create an environment for transparent and honest conversations, and do away with the "red tape" that bogs down several insurance companies in our industry.

We want strong and accountable decision-makers that are collaborative, people-focused and commercial in their style. This past year has been one of renewal; our new Product and Underwriting operating model continues to be shaped. We have welcomed some excellent new senior talent as well as creating opportunities for our existing people, and as Head of Product and Underwriting


Reporting to the Customer Care Manager and based in Melbourne, this newly created opportunity will lead a team of Customer Care professionals.

Alongside another team leader, the core responsibilities of the role are:

  • Responsible for building a highperforming team to ensure service levels are met.
  • Contribute to the delivery of the Customer Care Team strategic plan and objectives.
  • Be a role model and ambassador to others in upholding, the company values, culture, and performance standards.
  • Uphold quality assurance around call handling guidelines and other measures.
  • Lead the team to be the first point for resolution of customer queries wherever possible with wellmanaged handoff when required.
  • Communicate with team members about their performance and assess team members' performance and deliver training and coaching accordingly.
  • Investigation, resolution or escalation of customer complaints as per company policy in a timely fashion.

About you?


First up, it's essential that you are you're inspired by people and people are inspired by you, you take this part of your role seriously.

You're a natural leader, influencer, coach, and proactive problem solver. You may have led people in a call centre environment or similar. Insurance and financial services experiences will be highly regarded.

The nature of our products means that our calls can have a complexity to them and we'd be keen to hear how your experience matches this.


Why join us?
We're largely a financial services business however our people are more the just a number. We are small enough that everyone is visible and has a voice. You'll be a decision-maker and will work closely with other decision-makers. We don't have layers of bureaucracy to fight through and you set the tone and agenda.

Sound liberating?

Advertised: 18 Aug 2023 AUS Eastern Standard Time

Applications close: 01 Sep 2023 AUS Eastern Standard Time

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