Customer Solutions Team Leader

We are proudly owned by Auto & General Insurance Company. The A&G group is made up of trusted and well-known brands such as iSelect, Compare the Market and Budget Direct. In late 2024, iSelect and Compare the Market formed a new aggregation business within the A&G group that continues to support millions of Australians to compare and buy their personal finance, and household products such as insurance, energy, and loans.

The Role You'll Play

We're looking for a motivated and experienced Customer Solutions Team Leader to oversee our high-performing customer solutions team. Reporting to the Head of Operations, you'll lead a team of 9 direct reports, ensuring they deliver exceptional service across the Energy, Telco, Health & General Insurance sectors.

Your role will focus on driving performance, coaching team members, and optimising processes to enhance customer satisfaction. You'll ensure our team is motivated, supported, and equipped to resolve customer queries efficiently and effectively. If you thrive in a fast-paced environment, love leading people, and are passionate about delivering outstanding customer experiences, we want to hear from you

What You'll Need to Succeed

We're looking for someone who brings:

- Proven experience leading and coaching teams in a phone- and system-based environment.
- Strong people management skills with a focus on performance development.
- Experience in the Energy, Telecommunications, General Insurance, or Health Insurance industry.
- Experienced in using Microsoft office computer packages (especially excel) and other business operating systems (Salesforce is a bonus)
- Strong analytical skills to identify trends and drive process improvements.
- Excellent time management, business writing, communication and stakeholder management abilities.
- A proactive mindset with a solutions-focused approach.
- Ability to manage competing priorities in a dynamic environment

The Perks of Working with Us

At iSelect, we're committed to making your experience rewarding, and we offer a range of exciting benefits:

- Enjoy flexible Work Arrangements - including the option of one day working from home each week or a 9-day fortnight.
- Professional Development – Access LinkedIn Learning, our in-house Learning Academy, and leadership programs to support your career growth.
- Recharge Leave – Enjoy extra time off at your discretion, in addition to your 20 days of annual leave.
- Modern Office Location – Work from our open-plan office in Collins Square, Melbourne, close to public transport and retail options.
- Referral Bonus – Earn up to $3,000 by referring top talent to our team.
- Salary Packaging – Maximise your earnings with benefits like novated leasing.
- Paid Parental Leave – Support for primary and secondary caregivers, plus a Return-to-Work Bonus.
- Income Protection Insurance – Financial security if you're unable to work due to illness or injury.
- Employee Assistance Program – Free access to psychologists and career coaches.
- Rewards Platform – Enjoy discounts and cashback at hundreds of retailers.

Why Join Us?

At iSelect, you'll be at the forefront of process-making, driving real change and making things your own. We're looking for someone experienced who has successfully led process overhauls and knows how to transform customer solutions. Your contributions will directly shape the customer experience, and you'll be empowered to lead impactful change from day one. With plenty of opportunities to innovate and develop, you'll thrive in a fast-paced, supportive environment where your expertise will make a tangible difference.

What's Next?

- We genuinely appreciate the time and effort you put into your application and will be in touch soon.
- We offer flexible interview times, conducted either via MS Teams or face-to-face.
- Want to learn more? Reach out to our friendly Recruitment Team at careers@iselect.com.au
- Please note: All applicants must have full working rights and complete background checks, including Police Checks.

Diversity & Inclusion at iSelect

iSelect values an inclusive and diverse workplace where everyone has equal opportunities, regardless of gender, identity, sexual orientation, race, ethnicity, religion, disability, or age. We actively encourage applications from all candidates, including Aboriginal and Torres Strait Islander peoples, the LGBTQI+ community, and people with disabilities.

For individuals with disabilities needing additional assistance at any point during the application and interview process, please email careers@iselect.com.au.

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