High Care Team Leader

4 weeks ago

North Lakes, 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 up-to-date 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 high-performance 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 pro-active 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 fast-paced 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, non-disclosure 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

  • 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...

  • High Care Team Leader

    1 week ago

    North Lakes, Queensland, Australia Auto & General 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...

  • High Care Team Leader

    1 month ago

    North Lakes, Australia Auto & General 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...

  • Team Leader Home Complaints

    1 week ago

    North Lakes, Australia Auto & General Insurance Full time

    Develop coach and motivate a team of Complaints and High Care Consultants in order to meet agreed objectives - Lead and monitor the team to execute a high standard of service and process adherence - Monitor and support the management of a portfolio of claims complaints including: - Workload prioritisation and allocation - Claim review and authorisation -...

  • Team Leader

    4 weeks ago

    North Shore, Australia Care Metaz Global Full time

    **About Care Metaz Global** Care Metaz Global is a rapidly growing NDIS provider operating in both Sydney and the Central Coast. We are looking for passionate Team Leaders who believe in **DR TRIC** (Dignity, Respect, Teamwork, Results, Innovation and Continuous Improvement). We are dedicated to providing exceptional support and empowering people living...

  • Team Leader

    4 weeks ago

    North Lakes, Australia Bricks 4 Kidz North Lakes Full time

    At BRICKS 4 KIDZ we provide an extraordinary atmosphere for students to build unique creations and have loads of fun using LEGO® Bricks! We are passionate about children's education and providing a consistently excellent experience for the kids and parents who enjoy our creative programs. We are currently recruiting for dynamic and motivated UNI or TAFE...

  • Team Leader

    4 weeks ago

    North Lakes, Australia Bricks 4 Kidz North Lakes Full time

    At BRICKS 4 KIDZ we provide an extraordinary atmosphere for students to build unique creations and have loads of fun using LEGO® Bricks! We are passionate about children's education and providing a consistently excellent experience for the kids and parents who enjoy our creative programs. We are currently recruiting for dynamic and motivated UNI or TAFE...

  • Clinical Team Leader

    3 weeks ago

    North Fremantle, Australia Regis Aged Care Full time

    **Clinical Care Team Leader**: - **Permanent Full Time Position - Monday to Friday**: - **Aged Care experience required**: - **Regis North Fremantle 109 Bed home**: - **Supporting Clinical Care Manager** We are currently seeking a Clinical Care Team Leader to join our team at North Fremantle **Duties & Responsibilities include**: - Leading and...

  • Team Leader Settlements

    4 days ago

    North Lakes, Australia Auto & General Full time

    • Commercial Acumen – Our leaders create an operational setting that delivers high growth and wealth creation opportunities• Manage Complexity – Our leaders continuously improve an operating rhythm that intertwines People, Process and Systems to deliver high fidelity Customer, Employee and Business Experience• Execution Excellence - Our leaders...

  • Team Leader

    1 week ago

    North Shore, New South Wales, Australia Care Metaz Global Full time

    About Care Metaz GlobalCare Metaz Global is a rapidly growing NDIS provider operating in both Sydney and the Central Coast. We are looking for passionate Team Leaders who believe in DR TRIC (Dignity, Respect, Teamwork, Results, Innovation and Continuous Improvement). We are dedicated to providing exceptional support and empowering people living with a...

  • Team Leader Settlements

    1 week ago

    North Lakes, Queensland, Australia Auto & General Full time

    Commercial Acumen – Our leaders create an operational setting that delivers high growth and wealth creation opportunities Manage Complexity – Our leaders continuously improve an operating rhythm that intertwines People, Process and Systems to deliver high fidelity Customer, Employee and Business Experience Execution Excellence - Our leaders accelerate...

  • Team Leader Settlements

    1 week ago

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

    To lead a dedicated and task focused team of Settlements specialists to ensure the best client and company outcome are achieved, whilst delivering consistently high levels of service to each and every stakeholder. Our Team Leaders play a critical role in maintaining service and cost focused outcomes that deliver in the areas of Timeliness, Quality and Cost....

  • Team Leader

    1 week ago

    North Lakes, Queensland, Australia Bricks 4 Kidz North Lakes Full time

    At BRICKS 4 KIDZ we provide an extraordinary atmosphere for students to build unique creations and have loads of fun using LEGO BricksWe are passionate about children's education and providing a consistently excellent experience for the kids and parents who enjoy our creative programs.We are currently recruiting for dynamic and motivated UNI or TAFE...

  • Travelling Team Leader

    1 week ago

    Mirboo North, Australia Calvary Care Full time

    Join our dedicated care team and complete a placement at Mirboo North, VIC Attractive living away from home allowance and travel provided Travel Australia while working for Calvary About the role At Calvary's Strzelecki House, we're on the lookout for dedicated full-time Travelling Team Leader to embark on a short term placement in Mirboo North, VIC,...

  • Clinical Team Leader

    1 week ago

    North Fremantle, Western Australia Regis Aged Care Full time

    Clinical Care Team Leader:- Permanent Full Time Position Monday to Friday:- Aged Care experience required:- Regis North Fremantle 109 Bed home:Supporting Clinical Care ManagerWe are currently seeking a Clinical Care Team Leader to join our team at North FremantleDuties & Responsibilities include: Leading and participating in the delivery of a high standard...

  • Team Leader Settlements

    3 weeks ago

    North Lakes, Australia Auto & General Insurance Full time

    To lead a dedicated and task focused team of Settlements specialists to ensure the best client and company outcome are achieved, whilst delivering consistently high levels of service to each and every stakeholder. Our Team Leaders play a critical role in maintaining service and cost focused outcomes that deliver in the areas of Timeliness, Quality and...

  • Credit Hire Team Leader

    1 week ago

    North Lakes, Queensland, Australia Auto & General Full time

    PURPOSE OF THE ROLE To lead a dedicated and task focused team of Credit Hire Settlements Sspecialists to ensure the best client and company outcome are achieved, whilst delivering consistently high levels of service to each and every stakeholder. Our Team Leaders play a critical role in maintaining service and cost focused outcomes that deliver in the areas...

  • Credit Hire Team Leader

    1 month ago

    North Lakes, Australia Auto & General Full time

    PURPOSE OF THE ROLE To lead a dedicated and task focused team of Credit Hire Settlements Sspecialists to ensure the best client and company outcome are achieved, whilst delivering consistently high levels of service to each and every stakeholder. Our Team Leaders play a critical role in maintaining service and cost focused outcomes that deliver in the areas...

  • Credit Hire Team Leader

    4 weeks ago

    North Lakes, Australia Auto & General Insurance Full time

    **QUALIFICATIONS AND EXPERIENCE** - Strong settlements or insurance claims experience, including an understanding of credit hire and credit repair claims. - Well developed negotiation, liability and conflict resolution skills - Demonstrated ability to lead, develop and coach staff - Well developed and demonstrated understanding of the legislative, regulatory...

  • Team Leader Service

    2 weeks ago

    North Lakes, Australia Auto & General Insurance Full time

    **About us** At Auto & General (A&G), we provide great products and services 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 products as well as Roadside Assistance. **Purpose of the Role** As our new Team...