Senior Customer Experience Manager

2 weeks ago

Brisbane, Queensland, Australia Cover More Group Full time
Unlock a Career in Exceptional Customer Service

Elevate your career with Cover-More Group, a leading brand in travel insurance that prides itself on delivering outstanding service to travelers worldwide. As the number of people traveling increases, your expertise will play a crucial role in our mission to provide peace of mind for our customers.

Why This Role?
  • This is an exceptional opportunity to make a meaningful impact and influence the future of complaint handling and customer satisfaction within our organization.

We're seeking a skilled leader who can drive successful outcomes through effective stakeholder management and strong influencing abilities. The ideal candidate has a proven track record in process improvement and change management, ensuring seamless transitions throughout transformation projects.

A Bit About You:
  • You possess an in-depth understanding of regulatory, privacy, and legal requirements within the general insurance industry, aligning all practices with industry standards.
  • With advanced conflict resolution skills and a talent for influencing decision-makers, you achieve favorable outcomes that balance customer needs, meet regulatory requirements, and align with business objectives.
  • You're a natural leader and mentor, guiding teams through change initiatives while fostering engagement and supporting smooth transitions.
A Bit About the Job:
  • Foster a performance-driven culture within the team by setting clear expectations and driving results.
  • Build and nurture a team of IDR Officers, providing coaching and support to empower them to handle complaints effectively and professionally.
  • Collaborate with internal departments to ensure compliance with ASIC regulations and the General Insurance Code of Practice.
  • Drive a customer-centric approach within the team, prioritizing every complaint's timely and respectful resolution.
About Us

Cover-More Group values optimism, caring, togetherness, reliability, and determination. Our global team consists of over 1500 employees from diverse backgrounds, united by our mission to protect travelers at every step of their journey.

Our hybrid work policy offers flexibility, allowing employees to maintain a healthy work-life balance. We encourage continuous learning, career growth, and open communication among colleagues.

Your Benefits
  • Enjoy a competitive salary of $85,000 - $110,000 per annum, depending on location and experience.
  • Take advantage of regular annual and personal leave benefits, anniversary leave, volunteer leave, and a comprehensive paid parental leave scheme.
  • Experience the freedom to travel with free travel insurance for you and your partner, as well as exclusive discounts through our extensive travel partnerships.
  • Become part of a diverse and inclusive community that welcomes individuals from various backgrounds and encourages self-expression.

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