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Claims and Performance Lead
2 months ago
We are seeking an experienced Claims and Performance Lead to join our Defence Health team. As a key member of our contact centre, you will play a pivotal role in leading and motivating a high-performing team to deliver exceptional customer service and claims processing for our members.
Key Responsibilities- Supervise and coach a team of customer service representatives to ensure efficient and effective claims processing
- Monitor team and individual performance, identifying areas for improvement and implementing strategies to enhance productivity and customer satisfaction
- Foster a positive and collaborative team environment, recognising and rewarding high performance
- Liaise with other departments to resolve complex customer inquiries and escalate issues as needed
- Identify training needs and deliver coaching to upskill team members
- Assist with the development and implementation of contact centre policies, procedures, and quality control measures
- Provide regular reports on team and individual performance metrics
- Experience in a customer service role with a strong focus on customer service and member experience delivery
- 2 years' prior experience leading, developing, and/or coaching a team
- Exceptional written and verbal communication skills and the ability to build strong relationships with stakeholders
- Strong organisational skills with the ability to prioritise work and coordinate resources
- Capability to be solution-focused and make effective decisions
- Ability to develop and motivate team members
- Enthusiasm to lead a diverse group of people
- Passion for sharing knowledge and collaborating with stakeholders
- Access to quality leadership and coaching
- Flexible work arrangements available (hybrid approach with home and in-office)
- Company-funded parental leave
- Additional day of wellbeing leave each year
- Employer-funded private health insurance
Defence Health provides great value private health insurance and outstanding service to support Australian Defence Force veterans, the families of those who currently defend our country, and the wider Defence community. As a not-for-profit fund, we are for members, not shareholders.
We live by our values of trust, respect, ownership, excellence, and community. Our values define us and underpin our inclusive workplace, where everyone feels valued and recognised for their achievements, unique perspectives, and talents.
We're united in our purpose to protect the health of those who protect our country.
