Customer Service Team Lead

2 weeks ago

North Lakes, Queensland, Australia Auto & General Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at Auto & General. As a key member of our leadership team, you will be responsible for driving excellence in customer service and claims fulfilment across our organisation.

Key Responsibilities
  • Lead a team of Customer Service Officers to deliver exceptional customer service and claims fulfilment outcomes.
  • Develop and implement resource planning protocols to ensure efficient and effective service delivery.
  • Manage customer complaints and code disputes, and develop improvement plans to drive business objectives.
  • Establish initiatives to drive a consistent and engaged approach to service delivery and business objectives.
  • Provide technical capability to support team members in the full scope of claims fulfilment activities.
What We're Looking For
  • Prior experience in a leadership or mentoring position, preferably in a customer-facing organisation.
  • Resource planning and management expertise.
  • Exceptional customer service insight and delivery, with a strong ability to negotiate and influence in challenging technical and personal circumstances.
  • Ability to establish measurable audit methods around employee adherence to best practice in service delivery, systems, and processes.
  • Strong written and verbal communication skills, and computer literacy.
  • Strong planning and organisational ability, analytical, and with excellent problem-solving skills.
About Us

At Auto & General, we provide smarter products and solutions to safeguard our customers in their time of need. Our culture of 'high performance with high integrity' underpins our values and the way we interact with our customers, the community, and each other.

What We Offer
  • Location: This role is based at our North Lakes office, a convenient location close to local retail, restaurants, and other amenities.
  • Extra leave: Enjoy additional leave days on us, including a paid 'ME' day and one paid volunteer leave day annually.
  • 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's 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.
  • Perks App: Access to an employee benefits and discounts app called 'Perks', offering great discounts, offers, and programs across a range of areas.

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