Team Leader Motor Claims Specialist

1 week ago

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

We are seeking a highly skilled and experienced Team Leader to join our Motor Claims team. As a Team Leader, you will be responsible for leading and developing a team of Motor Claims Consultants, ensuring they maintain the highest standards of service and skills.

Key Responsibilities
  • Develop and coach a team of Motor Claims Consultants to ensure they provide exceptional service and maintain their skills and competencies.
  • Prioritize and allocate team portfolios, including workload management, to ensure efficient and effective claims processing.
  • Conduct performance reviews and assist with staffing requirements and recruitment to ensure the team is well-equipped to handle claims.
  • Provide technical guidance and act as an escalation point for complex claims and complaints, ensuring timely and effective resolution.
  • Contribute to the continuous improvement of the Motor Claims operating model, identifying areas for improvement and implementing changes to enhance efficiency and effectiveness.
  • Provide technical product, process, system, and compliance support to the team, ensuring they have the necessary knowledge and skills to handle claims.
  • Maintain effective working relationships with key stakeholders, both internal and external, to ensure seamless communication and collaboration.
  • Ensure that Auto & General policies and procedures are adhered to, maintaining the highest standards of compliance and governance.
Requirements
  • Minimum 1 year of experience in a leadership role with a customer-facing organization or within a call center, preferably with strong coaching experience.
  • Experience with Motor Claims is beneficial, but not essential.
  • Able to develop and maintain strong stakeholder relationships, ensuring effective communication and collaboration.
  • Good attention to detail and problem-resolution skills, with the ability to analyze complex claims and complaints.
  • Experience developing processes and procedures, with the ability to implement changes to enhance efficiency and effectiveness.
  • Ability to effectively manage conflict and negotiate where required, ensuring timely and effective resolution.
About Us

At Auto & General, we provide smarter products and solutions to safeguard our customers in their time of need. We are a multi-award-winning brand, known for our innovative approach to general insurance. Our range of products protects 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.

We are committed to fostering an inclusive culture that creates a great place to work for all. If you are seeking a new challenge and would enjoy the opportunity to work in a growing and changing business, we encourage you to apply today.

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