Team Leader

**What makes us, us**

Established in 1840, we’re Australia’s first member-owned wellbeing company, delivering health, wealth and care services to more than 700,000 Australians. Today, while we’ve grown to a company of more than 7000 employees, our focus remains the same as it was 180 years ago — to deliver Real Wellbeing for our customers, members and the community.

We support your Real Wellbeing so you can better support our members’ and customers’ wellbeing journey

There are four key attributes that set us apart:

- **Good people**: We strive to set ourselves apart through the capability, warmth and expertise of our people.
- **Wellbeing experts**: Our breadth of capability enables us to provide smart solutions and services across all domains of wellbeing.
- **Long-term commitment**: As a member-owned company, we’ve been focusing on long-term outcomes and single-minded dedication to our members and customers since 1840.
- **Driving positive impact**: Everything we do is focused on making a positive difference at a personal, community and societal level.

These pillars are infused with our values of **bold**, **warm** and **honest**

**Our Opportunity**

The role of a Team Leader within the Customer Solutions Centre is to lead and develop Customer Solutions Consultants to manage all inbound enquiries for our health insurance members, ensuring a positive experience is delivered accurately, each and every time.

The Team Leader will work proactively with the Contact Centre Leadership Team to support our people ensuring the delivery of KPIs/ scorecards, project changes, and continuous improvement strategies. Together the Contact Centre Leadership Team will proactively contribute and continuously to deliver a great working culture within each team and across the centre while embracing Australian Unity’s values and our Customer Value Proposition.

**What we are looking for**

We are looking for a proactive and committed person who is particularly passionate about achieving exceptional results, receptive to continuous change whilst delivering a high-quality customer experience and be a role model for peers.

Your skills and experience will include.
- Role model values with everything we do and create a team culture of **Values in Action **to help self and our people to thrive
- Be an **adaptive leader **to coach and develop our people in new ways and within new environments to ensure each person is delivering or above against each individual goal
- Proven capability leading a team of 10-15 individuals
- Be a champion of change throughout the team and the contact centre ensuring that change is delivered successfully
- Use all feedback loops such as complaints, internal feedback, Voice Of the Customer, and Quality Assurance to ensure self and team are getting the basics right every time.
- Ability to drive and increase a positive working culture
- Independent, self-motivated and well organised with the ability to work as a team
- Develop and implement team initiatives and reward and recognition programs

**Our Benefits**

You will enjoy a range of great employee benefits and rewards including:

- Competitive Remuneration and variable bonus
- A range of attractive product and service discounts from Australian Unity’s Retail and Wealth Management portfolio - including health insurance and banking products
- Flexible Working Arrangements including Work-From-Home days with a real work-life balance
- Available access to LinkedIn Learning courses through our great Learning platform
- Additional paid Wellbeing and Volunteer leave days yearly

**Where to from here?