Total Loss Valuation Team Leader

6 months ago

North Lakes, Australia Auto & General Insurance Full time

**About us**:
At Auto & General (A&G), we provide smarter products and solutions to safeguard our customers in their time of need. You may know A&G through our multi-award winning brand Budget Direct and our partnership with leading brands - Qantas, ING and Virgin Money. 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.

**The Role**:
This is a new team function within our Claims team and requires an individual who can lead a team, build new operating rhythms and performance structures for total loss claims. Once a Motor Assessor has determined the vehicle cannot be repaired, it will be your team's responsibility to determine the market value for the vehicle in line with industry and compliance requirements. Your team provides the transparency for determining how the market value was calculated which will then be explained to customers by the Total Loss Settlements team. Your leadership and experience in this area enables effective coaching and development for the team, managing tolerances to market value calculations and performance to overall team objectives.

The role requires leadership in a fast-paced environment. Your leadership will thrive with a sense of urgency and be able to adapt through peaks in work volumes. You can work collaboratively with teams who deliver customer service outcomes and can recognise how to balance cost outcomes whilst delivering on the promises we make to customers.

**Position Accountabilities**:

- Lead, motivate, coach and develop Total Loss Valuation Consultants, in a way that aligns with ensuring our people are engaged, capable, skilled and practicing Company Values including maintaining regular two-way communication forums
- Cross-training of team-members to sustain a flexible workforce, including facilitation of calibration sessions on total loss valuations
- Contribute to the creation of team and individual operator KPI’s & create and manage tools for monitoring and tracking productivity, workload allocation, and quality outcomes
- Balance cost control while ensuring customer needs and expectations are met
- Conduct and/or coordinate process and systems training, and refreshers as required
- Drive a strong customer focus - both internal and external customers
- Encourage and proactively support change and process improvement initiatives
- Handle internal escalations, queries, troubleshooting Contribute to project activities, recruitment and regular reporting

**Knowledge and Experience**:

- Preferred experience in motor vehicle valuations/appraisals for used cars sales and/or damaged vehicle valuations
- Demonstrated ability to successfully lead, coach and develop others to achieve team results
- Insurance industry experience preferred - specifically in claims or assessing would be a distinct advantage
- Demonstrated ability to problem solve in a complex working environment
- Experience challenging the status quo and recommending solutions that produce results
- Strong relationship building skills that enable effective stakeholder engagement - internal and external
- Sound analytical and reporting capabilities with competency in MS Word and Excel Strong oral and written communication skills and the ability to influence and successfully implement change and manage conflict

**Our Perks**
- **Location **- Our office is conveniently based near North Lakes shopping centre - 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 are 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**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

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