Customer Service Team Lead

2 days ago

North Lakes, Queensland, Australia Auto & General Full time
Role Overview

The role of Team Leader Customer Service at Auto & General is a critical position that requires a strong leader to drive excellence in customer service and claims fulfilment. As a key member of our team, you will be responsible for leading a team of Customer Service Officers to deliver exceptional customer experiences and achieve business objectives.

Key Responsibilities
  • Team Leadership: Lead a team of Customer Service Officers to achieve best practice in customer service and claims fulfilment.
  • Resource Planning: Develop resource planning protocols to ensure effective allocation of resources and efficient claims handling.
  • Service Delivery: Lead the team to apply agreed service levels consistently and correctly, ensuring high-quality customer service and claims outcomes.
  • Customer Complaints: Manage all customer complaints and code disputes, and develop improvement plans to align with business objectives.
  • Initiatives and Development: Establish initiatives to drive a consistent and engaged approach to business and service delivery objectives, and provide coaching and development opportunities for team members.
Requirements
  • Leadership Experience: Prior experience in a leadership or mentoring position, preferably in customer-facing organisations (Financial Services/Insurance preferred).
  • Resource Planning Expertise: Resource planning/management expertise desirable.
  • Customer Service Insight: Exceptional customer service insight and delivery with a strong ability to negotiate and influence in challenging technical and personal circumstances.
  • Coaching and Development: Ability to coach, develop, and support team members to achieve a suitable level of performance and adherence to best practice.
  • Communication Skills: Strong written and verbal communication skills, and computer literacy.
  • Planning and Organisational Ability: 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 range of general insurance products protect customers on the road, at home, and on holiday. We're excited about the future and we're always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer.

Perks
  • 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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