Customer Service Team Lead

7 days ago

Brisbane, Queensland, Australia Troocoo Full time
Lead a Team of Customer Service Professionals

Troocoo is proud to partner with a well-established market leader in the insurance industry to find their next Team Leader in their busy call centre. We are open to hearing from Senior Claims managers who are looking to take their next step into a leadership role, or candidates with previous leadership experience in a contact centre.

Our client provides excellent training and development opportunities with a hands-on, proactive approach.

Key Responsibilities:
  • Deliver on financial, service, and effectiveness outcomes in line with KPIs and company objectives
  • Coach, mentor, and train direct reports to pursue recovery opportunities
  • Conduct regular performance reviews to ensure goals and objectives are being met
  • Assist with the development and implementation of processes to achieve favourable business outcomes
  • Ensure the level of knowledge and skills across the team are sufficient to maintain legislative compliance and avoid breaches
  • Provide recovery and claims advice and assistance to all team members
  • Collaborate with peer leadership groups within the business in regards to decision making and resource allocation
  • Use data to create a clear picture of ongoing performance across the recoveries portfolio
Requirements:
  • Demonstrated experience in recovery or insurance claims management
  • Senior Claims managers within the insurance space who are looking to step up and move into a leadership role will also be considered for this position
  • The ability to develop, coach, and train staff
  • Highly developed customer service and conflict resolution/negotiation skills
  • Solid understanding of liability and other relevant insurance/debt collection laws and legislation
What's on Offer:
  • Attractive salary package, including monthly incentives
  • On-site parking available
  • Office based in North Lakes, Brisbane
  • Plenty of progression opportunities
  • Market-leading organisation that embraces individual differences and values integrity, care, and vision
  • Full-time, permanent opportunity

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