Head of Customer Service

7 months ago

Brisbane, Australia Cover-More Full time

**Description**:
Are you ready to grow your career in Insurance?

Cover-More Group helps people travel safely across the globe every day. We are there at every step of a traveller’s journey, to keep them safe and help them out if something goes wrong. We are committed to providing reliable, fast, flexible and bespoke services for our customers as well as the many well-known brands we partner with, such as travel agencies, airlines, banks and major sporting clubs

As the world begins to travel again, we want to make sure we’re delivering an exceptional service for our customers, and we want you to be part of that journey.

So, what’s the job?

Joining our Operations Team as the Head of Customer Service, you will be arriving at an exciting time as we reimagine what the customer experience looks like for our travellers and build best in class operational capability. You will lead the delivery of the Customer Service functions across our Australian business, drive a culture of continuous improvement, be obsessed with what’s best for our customers, and be an inspirational people leader. As a strategic operator, you’ll think with the big picture in mind, supporting our business as it grows while driving efficiency across our Customer Service, Support, Telesales and Existing Medical Condition teams.

You'll oversee all aspects of the operation including Customer Service (calls and administration related functions), Workforce Planning, Quality Assurance, Telephone Sales, and Existing Medical Conditions.
You'll set a clear vision, direction, and strategy for the Australian Customer Service operations in line with Group strategy.
You'll provide technical oversight across the functions including sign off on projects including system and process changes to ensure quality outcomes.
You'll revise standards, methods, and processes within the scope of the Customer Service function, focusing on the customer, quality assurance, and continuous improvement.
You'll work with the Australian Operations Leadership Team to drive operations strategy for Cover-More Australia.
You'll maintain overall responsibility and accountability for meeting contractual service levels for Distribution Partners.
You'll drive inbound and outbound teams to achieve sales targets and build team capability as required.
You'll develop and maintain a sustainable Customer Service proposition for new and existing client onboarding, that truly differentiates Cover-More from its competitors.
You'll identify and support in the execution of outsourcing opportunities for new and existing Customer Service teams, in line with broader Cover-More Group strategic direction.
You'll understand customer service experience and operations trends, including platforms, providing recommendations and supporting business case development as required.
You'll interlock with other Customer Service operations globally across Cover-More Group and Zurich to ensure sharing of best practice and driving consistency in the customer experience across the Group.
You'll represent the voice of the customer across the organisation and utilise customer insights as well as root cause analysis to identify and drive continuous improvement.
You'll work effectively with all peers and key stakeholders to negotiate and influence customer improvements aligned to the business strategy and future direction.
You'll ensure processes within the function are aligned to any applicable industry and regulatory standards and requirements, and ensure integrity of customer information and other data flows.

And what are we looking for?
- You'll have a minimum of 10 years contact centre management experience.
- You'll have an understanding of regulatory, privacy, and legal requirements within the general insurance industry.
- You'll have strong business and commercial acumen. In-depth knowledge of the travel insurance industry is preferred.
- You'll have comprehensive knowledge and understanding of call centre practices and systems.
- You'll have comprehensive knowledge and understanding of systems, policies, and procedures within Customer Service.
- You'll have proven experience in improving operational performance, process improvement, and change management and you’ll be Lean Six Sigma certified, ideally to Black Belt
- You'll have exceptional leadership capabilities.
- You'll have highly developed interpersonal and people management skills with an ability to interact and influence at all levels.
- You'll have the ability to train, motivate, and provide feedback to staff.
- You'll have strong planning and organisational skills.
- You'll have effective negotiation skills and problem-solving skills.
- You'll have complaint management experience.
- You'll have strong analytical skills.
- You'll have relevant qualifications in business, legal, or insurance-related disciplines.
- You'll have an obsession for improving customer experience.

So, why choose us?

We value optimism, caring, togetherness, rel

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