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Claims People and Performance Lead
2 months ago
This full-time permanent position will see you driving excellence in 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
About You:
* 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
Benefits:
* 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
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.
* They understand the importance of flexibility, your wellbeing and how they impact the work you do.
* They take a genuine interest in your motivation, your career development, and engagement at work.
About us:
* 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.
* In the Defence Health family, we live by our values of trust, respect, ownership, excellence, and community.
* Our values define us.
* They underpin our inclusive workplace, where we celebrate the diversity each of us brings to work every day.
* A workplace where everyone feels valued and recognised for their achievements, unique perspectives, and talents.
* Where you're encouraged to excel.
* We're united in our purpose to protect the health of those who protect our country.
* Our promise to our own people is the same as our promise to members.
* We look after our own.
Find out more at ", "button": "Apply now"}
