Roadside Assistance Team Leader

1 week ago

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

We are a dynamic and innovative business located on the Sunshine Coast in QLD, providing customers and partners with accident and mobility related services. Our team is passionate about delivering exceptional results and exceeding customer expectations.

Job Summary

We are seeking an experienced leader to join our Roadside Assistance Team as a Team Leader. As a key member of our team, you will be responsible for leading a small team of front-line advisors in the call centre, ensuring that we deliver on our ethos of 'High Performance with High Integrity'.

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
  • Develop and implement processes and systems to maximize efficiency and performance
  • Conduct 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
  • Build highly effective working relationships with key stakeholders (internal & external)
  • Manage supplier performance and resolve ad hoc issues
  • Support 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 overlooking Lake Kawana
  • Clear role accountabilities and measures of success
  • Opportunities to be challenged and rewarded as you contribute to our business success
  • Support and guidance as you grow in confidence in your new role
  • Join in a variety of social and community activities
  • Discounts across a broad range of providers
  • Income Protection Insurance provided to all employees

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