Customer Service Team Leader

The Leisure Travel Customer Service Team Leader provides leadership of the Travel Customer Service Team overseeing policy sales, amendments, cancellations and general enquiries which can include new claim registrations and emergency enquiries.

The role requires the leadership of customer experience, insights, quality and continuous improvement to deliver on our customer claims promises.

The wider team encapsulates Claims Assessors, Emergency Assistance providers, Administration, Investigations, Quality Assurance and Recoveries. As a Customer Service Team Leader, you will be responsible for supporting customer enquiries and ensuring their seamless resolution.

• Respond to and lead changes across the Customer Service team. For example, new products, features and remediations.
• Maintain and develop compliant scripts used by the Customer Service team for customer interactions.
• Collaborate with Business Insights team members to develop reporting, dashboards, and scorecards to identify performance against business targets and support teams manage their performance.
• Provide detailed analysis of the business performance trends across distribution channels and products.
• Provide technical support and advice to customer service consultants and develop, implement, and monitor business continuous improvement initiatives to drive and deliver business performance outcomes.
• Drive staff engagement, ensuring customer focus is maintained.
• Own and drive customer telephony uplift and features for next generation customer service professionals
• Ensure customer complaints are resolved for the benefit of customers and the business, to support customer satisfaction, service improvements and team development.
• Ensure team is compliant with all regulatory, legislative, and internal compliance obligations, and effective systems and processes are in place, including ongoing monitoring and reporting.
• Support the execution of the Leisure Travel Division performance strategy to drive industry leading results and improved financial outcomes.
• Support the implementation of a performance framework to measure customer service, Key Performance Indicators (KPIs), monitoring practices, drive internal engagement and build performance capability in the business, with a specific focus on first call resolution

• Ability to lead high performing team of up to 15 people
• Oversee the workforce management across the Leisure Travel Division ensuring suitable coverage and operating rhythms are proactively adhered
• You'll have strong analytical and decision-making skills, in particular regarding highly technical situations and negotiating settlements with customers.
• Hold 5 + years' experience leadership within the General Insurance, Travel/ PA Claims, or a similar line is essential
• Excellent verbal and written communication skills
• Strong analytical and decision-making skills.
• High level attention to detail, with the ability to prioritise and multi-task.
• Proactive attitude and willingness to learn.
• Ability to set and meet service levels and individual KPI's.
• Demonstrated evidence of ability to partner effectively with business leaders and establish strong professional relationships across the enterprise.
• Change management experience will be helpful.
• Prior experience in leading, coaching and empowering people to develop individual and team potential is desirable
• Understanding of FSRA, Privacy Act and General Insurance Code of Practice (GICOP)

• Competitive salary package with yearly bonus and great benefits
• Novated leasing options for your assets e.g. vehicle, mobile, laptop etc.
• A flat management operating structure which means minimal levels of hierarchy and access to Executive Leaders.
• Flexible working - hybrid position, WFH 2 days a week, choose your schedule.
• Additional wellbeing leave day to use as you see fit in additional to optional flu vaccinations provided onsite.
• Volunteer day with a charity of your choosing.
• Twelve weeks of paid parental leave for primary carers, 6 weeks for secondary carers.
• Social committee in a friendly, down-to-earth high performing culture that celebrates you.
• Ongoing learning and development programs tailored to your career progression goals and ambitions.
• Significant discounts with large Japanese multinational companies and other large national retailers.

• Mid-Senior level

• Full-time

• Management and Strategy/Planning

• Insurance