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Team Leader Customer Service

4 months ago

North Lakes, Australia Auto & General Insurance Full time

**The role**

As our new Team Leader Customer Service, you will directly lead our Customer Service Officers to excellence in customer service and how they manage all aspects of claims fulfilment. Responsible for driving excellence in customer centricity, timeliness, professionalism, accuracy and embedding the required standards of service delivery throughout the team.

You will
- Leader a team, ensuring our people are engaged, capable, skilled, and able to achieve best practice
- Develop resource planning protocols across assessing and customer services
- Manage all customer complaints and code disputes, and develop improvement plans in alignment with Motor Claims Operations business objectives
- Establish initiatives that drive a consistent and engaged approach to our key business and service delivery objectivesProvide strong technical capability to support new and existing team members in the full scope of fulfillment activities to the invoicing of repairs and closure of the claim

**What experience you’ll bring**
- Prior experience in a leadership/mentoring position, preferably in customer facing organisations (Financial Services/Insurance preferred)
- Resource planning/management expertise desirable
- Exceptional customer service insight and delivery with a strong ability to negotiate & influence in challenging technical & personal circumstances
- Ability to establish measurable audit methods around employee adherence to best practice in service delivery, systems and processes
- Can coach, develop and support all assessing employees to achieve a suitable level of performance and adherence to best practice
- Ability to provide relevant and constructive feedback when behaviours or practices require improvement
- Strong written and verbal communication skills, and computer literateStrong planning and organisational ability, analytical and with excellent problem-solving skills

**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.

Visit our website to find out more.

**Our perks**
- **Location **-This role is based at our North Lakes office - a convenient location close to local retail, restaurants and other amenities.
- **Extra leave**:

- Enjoy additional leave days on us You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
- **Paid parental leave**:

- We support our new parents with paid parental leave and other benefits.
- **Workplace giving**:

- If you’re passionate about a cause, then we are too - we offer workplace giving and we’ll dollar match your donations to registered charities.
- **Development opportunities**:

- We’re championing your development with internal programs and access to a wide range of online courses.
- **Employee discounts**:

- You’ll receive discounts on Budget Direct insurance products.
- **Reward and recognition**:

- We reward high performance with employee recognition, reward and incentive schemes.
- **Onsite facilities**:

- There’s excellent end-of-trip facilities on offer and private spaces for nursing mothers.
- **Get social**:

- Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.
- **Perks App**:

- Access to an employee benefits and discounts app called ‘Perks’ offering your great discounts, offers and programs across a range of areas.**Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.
*A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.