Team Leader, Ancillary Claims Specialist

7 days ago

Melbourne, Victoria, Australia Australian Unity Full time

Achieve Excellence in Customer Operations

Australian Unity is seeking a highly skilled Team Leader to join our Customer Operations team. As a Team Leader, you will be responsible for leading and developing a team of Ancillary Claims Assessors, ensuring a positive experience is delivered accurately and efficiently to our health insurance members and providers.

About the Role

As a Team Leader, you will:

  • Lead and develop a team of Ancillary Claims Assessors, providing coaching and feedback to drive high performance and achieve business objectives.
  • Work proactively with the Customer Operations Leadership Team to support the delivery of key performance indicators (KPIs) and scorecards.
  • Manage escalations from members or providers within agreed timelines, providing feedback to the team and operation.
  • Develop and implement team and individual performance and development plans, supported by coaching and feedback.
  • Identify performance and development gaps, implementing coaching and training to bridge the gaps and ensure delivery of all KPIs.
  • Monitor and maintain reports on staff performance against KPIs, documenting coaching, development, career path, and performance improvement plan conversations.
  • Conduct frequent and ongoing reviews to obtain visibility on individual and team performance.
  • Lead the delivery of change where required, participating in projects, initiatives, and changes impacting the operations and broader business.

About You

To be successful in this role, you will need:

  • Proven experience leading and managing a team within a contact centre or customer service environment.
  • Proven capability to coach and develop individuals and teams to deliver KPIs.
  • Proven ability to work in a team environment.
  • Ability to drive and increase a positive working culture.
  • Ability to adapt to change in a dynamic fast-paced environment.
  • Independent, self-motivated, and well-organized.
  • Proficiency in MS Office and learning of computer systems.

What's on Offer

Australian Unity offers a range of great employee benefits and rewards, including:

  • Competitive salary and bonus program.
  • Additional yearly Well-Being and Community leave days.
  • 14-week paid parental leave, with equal benefit for both parents, plus our Bump to Baby program.
  • Employee Referral Program.
  • Employee Assistance Program – support and assistance for you and your partner at times of need.
  • Maxxia Rewards – a great range of discounts and benefits at selected retail outlets, department stores, attractions, travel, cinemas, restaurants.
  • Discounts across the Australian Unity business, including Private Health Insurance, General Insurance, and more
  • Available access to LinkedIn Learning courses through our Learning platform.

Australian Unity is an Equal Opportunity employer and encourages applications from all members of the community, including people of Aboriginal and Torres Strait Islander descent, culturally and linguistically diverse backgrounds, and mature-aged people.

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