Claims People and Performance Lead

1 week ago


Melbourne, Victoria, Australia Victoria University Full time

**Job Summary**

We are seeking a highly skilled and experienced Customer Service Team Leader to join our team at Victoria University. 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, providing guidance and support 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

**Requirements**

  • Experience in a customer service role
  • 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 focus on customer service and member experience delivery and results
  • Organisational skills with the ability to prioritise work and coordinate resources
  • Capability to be solution-focused and to make effective decisions
  • Ability to develop and motivate team members
  • Enthusiasm to lead a diverse group of people
  • Passion for sharing knowledge and for collaborating with stakeholders

**What We Offer**

  • 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

**Our Culture**

We provide a supportive work environment where your voice will be heard. The work you do is a vital contribution towards a common goal, and by working with us, we will help you to reach your potential. We focus on internal development and look for ways to help our people grow. The business is led by ethical and respected role models who understand the importance of flexibility, your wellbeing, and how they impact the work you do.

We care about your engagement and our active wellbeing strategy focuses on your physical and emotional health, career satisfaction, financial security, and social connectedness. This is a fantastic opportunity to join a company that offers a great work-life balance, high engagement, and a vibrant and inclusive culture.



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