High Care Team Leader

1 week ago

North Lakes, Queensland, Australia Auto & General Insurance Full time

The Role:


As the High Care Team Leader, you will lead a specialist team of Senior Consultants to manage high risk claims from end to end to ensure risks associated with these claims is proactively managed and mitigated.

Your team of Senior Claims Consultants will be managing claims from lodgement to finalisation for customers experiencing vulnerability and/or a traumatic claim event.

These claims may also present differing levels of complexity, non-disclosure issues, policy exclusions or situations where conditions of cover have not been met.

You will report to the Technical Manager and ensure employees are engaged, productive and assist consultants to develop effective claims resolution strategies while maintaining the integrity of the underwriting model.


Position Accountabilities

  • Development of team capability to achieve goals and build high performance teams through a culture of coaching.
  • Monitor productivity and results, reviewing individual and team performance reports, identifying trends, and providing feedback and coaching, especially around customer vulnerability triggers and prompts.
  • Accountability for the team's performance against set objectives.
  • Deliver results through effective leadership, direction, coaching and technical expertise
  • Maintaining an uptodate knowledge of products and services to coach and develop the teams to provide superior customer service.
  • Design and implement work practices to gain efficiencies and reduce waste in processes to achieve successful operational outcomes.
  • Monitor and manage incoming work volumes ensuring service levels are achieved, continuing to refine our opportunities for automation through the use.
  • Maximise the imparting of technical knowledge to the team by way of mentoring and coaching.
  • Maintain regular reporting and monitoring of team including monthly KPI's.
  • Provide constructive feedback and address any performance issues individually.
  • Effectively communicate through engagement and collaboration with team members and the wider business.
  • Keep abreast of relevant technical and industry developments.
  • Provide technical guidance and act as an escalation point on complex claims and complaints.
  • Promote a highperformance and high integrity culture through staff engagement and productivity.
  • Managing relationships with internal and external stakeholders.
  • Report and escalate risk and compliance related concerns, issues, and failures to management.
  • Maintain effective claims resolution strategies whilst delivering on high levels of service.
  • Work with leadership team to ensure consistency in claims assessment, process, and culture.
  • Provide high level advice on queries for escalated calls, correspondence, and complaints as part of the day to day running of the team.
  • Participate in call centre and customer service initiatives and programs to continuously improve team performance and customer experience.
  • Run meetings and team presentations including training and announcements. Contribute to the development and implementation of strategic and operational activities

Qualifications & Experience

  • Previous Team leader or equivalent experience.
  • Extensive Insurance & investigative experience within the Australian Insurance Industry.
  • Strong Stakeholder engagement, team, and management skills.
  • Excellent training / presentation skills.
  • An inclusive state of mind, an ability to work alongside a diversity of colleagues and values with unique perspectives.
  • Previous experience in leading people and driving a collaborative, high performance culture.
  • Relevant experience in customer resolution and complaints management.
  • A proactive and energetic approach to help drives the business forward.
  • Excellent relationship development skills applied within a customer service and team leadership role.
  • Strong ability to coach, motivate and influence team members in a fastpaced environment with the ability to deliver difficult feedback constructively.
  • Drive, commercially astute, capable of managing conflicting priorities.
  • High level of energy and experience working within a structured service environment is sought.
  • Demonstrated knowledge of Insurance Contract Act, General Insurance Code of Practice, nondisclosure and 'upmost good faith' is preferable.
  • A background in Motor claims functions is desirable. Mental health first aider training will be favorable.

About us


At Auto & General (A&G), we provide smarter products and solutions to safeguard our customers in their time of need.

Our range of general insurance products protect customers on the road, at home, and on holiday with various Car, Motorcycle, Home, Contents, Pet, and Travel Insurance products as well as roadside assistance.


Our perks

  • Location: This role is based at our North Lakes or Kawana office, a convenient location close to local retail, restaurants, and other amenities.
  • Extra leave: Enjoy additional leave days on us You'll

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