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Roadside Assistance Team Lead

2 months ago

Kawana Waters, Queensland, Australia Control Insurance Solutions Full time
About Control Insurance Solutions

We are a leading provider of innovative insurance solutions, dedicated to delivering exceptional customer experiences. Our team is passionate about creating value for our customers and partners through our accident and mobility related services.

Job Summary

We are seeking an experienced Team Lead to join our Roadside Assistance team. As a Team Lead, you will be responsible for leading a small team of front-line advisors in the call centre, ensuring that we deliver on our commitment to 'High Performance with High Integrity'. You will be responsible for implementing and executing best practices within the team to ensure performance and productivity standards are met.

Key Responsibilities
  • Lead a team of Roadside Assistance and Towing front-line consultants
  • Oversee telephony, call queue, inboxes, and systems to ensure SLAs are being met
  • Celebrate success while promoting a culture of high performance
  • Ongoing development and coaching of consultants to drive performance and exceed business expectations
  • Making sound, commercially focused decisions that align with company standards and values
  • Developing and implementing processes and systems to maximize efficiency and performance
  • Conducting regular performance reviews with direct reports to ensure alignment with goals and overall objectives are being met
  • Comply with all industry-specific Acts, Codes, and Regulations, as well as company policies and procedures
  • Ensure front-line employees are aware of, well-aligned to, practicing, and embedding our company values and behaviors
  • Building highly effective working relationships with key stakeholders (internal & external)
  • Managing supplier performance and resolving ad hoc issues
  • Supporting management with reporting, business planning, and performance management
Requirements
  • Motor accident or mobility assistance experience
  • Strong relationship management skills
  • A healthy respect for the role of leadership, with an understanding of HR and people management requirements
  • Commercial acumen and high attention to detail
  • A healthy view on change and the ability to support a team through business/role changes
  • The ability to motivate, develop, and lead a team of unique individuals to achieve great outcomes
  • Good decision-making, critical thinking, and analytical skills
  • The ability to problem-solve while keeping all key stakeholders in mind
  • High-level conflict resolution skills
  • Excellent communication skills
  • Fair and balanced approach to leading a diverse group of people
  • The ability to plan, organize, and time-manage effectively
  • The ability to take and give feedback in a constructive way
What We Offer
  • A modern office environment with a collaborative culture
  • Clear role accountabilities and measures of success
  • Opportunities for growth and development in a dynamic business
  • A comprehensive benefits package, including income protection insurance
  • Discounts across a range of providers, including gyms, stores, rental vehicles, accommodation, and insurance providers