Service Improvement Lead

**The role**

As our new Service Improvement Lead you will be responsible for improving processes and performance through coaching and process refinement and be an integral part of onboarding our new team members along with ongoing technical training

You will:

- Provide coaching and technical knowledge training & support to our Home Claims Consultants including our Johannesburg teams
- Identify technical trends and knowledge gaps and deliver feedback and coaching
- Develop and provide trend data to the Leadership Team
- Support the Learning and Development team to improve the onboarding of new employees and be accountable for the ongoing content management of the learning material
- Design and implement a technical training model for Home Claims & Assessing to improve capability and productivity of the team
- Continually seek opportunities to improve and optimize processes, personal development and enhance customer experience that aligns with strategic goals, while identifying & making recommendations to the Team Leaders regarding opportunities identified
- Identifying continuous improvement opportunities off the back of root cause of complaints and systemic issues
- Ensure compliance and business risk policies are both adhered to and challenged to meet the commercial, legislative, and business environments

**What experience you’ll bring**
- Minimum 1-year of experience in Home Insurance as a Team Leader or equivalent highly desirable
- Experience in Home Building & Assessing is highly desirable
- Solid working knowledge of insurance legislation and procedures
- Excellent coaching skills preferably utilising Coaching Conversations methodology
- Ability to identify and document opportunities for improvement in consultant performance and in process improvement, making recommendations for these
- Excellent interpersonal skills, as well as verbal and written communication skills with ability to adapt to differing situations and skill levels
- Excellent Customer Service skills, the ability to multitask & prioritise your workload in a fast paced, high-pressure environment, adaptable, and with excellent time management skills

**Our Perks**
- **Location**:North Lakes** - Save the long commute to Brisbane and work for a growing company close to home and within walking distance to some of the north side’s best retail outlets, restaurants and other amenities.
- **Be rewarded** - we recognise high performance and reward our people for their hard work through bonuses and other perks.
- **Options for leave** - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
- **Grow with us** - we’ve got learning and professional development opportunities to suit everyone.
- **Give back**:

- our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
- **Take care of yourself** - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
- **Celebrate the wins** - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
- **Save money**:

- as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.

**About us**

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance.

**Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.**
- A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.
- Minimum 1-year experience in Home Insurance in a Team Leader or equivalent level desired.
- Experience in Home Building & Assessing is highly desirable
- Solid working knowledge of insurance legislation and procedures
- Excellent coaching skills preferably utilising Coaching Conversations methodology
- Ability to identify and document opportunities for improvement in consultant performance
- Excellent interpersonal skills, as well as verbal and written communication