Team Leader Customer Service

**The role**

To directly lead the State-based Customer Service Officers to excellence in customer service delivery and how they effectively manage and influence all aspects of claim fulfillment. Drive excellence in c ustomer centricity, timeliness, professionalism, accuracy, and embedding the required standards of service delivery throughout the state employee group.

**Accountabilities**
- Leadership of a team, ensuring our people are engaged, capable, skilled, and able to achieve best practices.
- Developing resource planning protocols across assessing and customer service.
- Managing all customer complaints and code disputes, and developing improvement plans in alignment with Motor Claims Operations business objectives.
- Establishing initiatives that drive a consistent and engaged approach to our key business and service delivery objectives. Strong technical capability to support new and existing team members in the full scope of fulfillment activities, including the invoicing of repairs and closure of the claim.

**What experience you’ll bring**
- Prior experience in a leadership and mentoring position, preferably in customer-facing organisations (Financial services or insurance preferred)
- Resource planning and management expertise is desirable
- Exceptional customer service insight and delivery
- Strong ability to negotiate and influence in challenging technical and personal circumstances
- Ability to establish measurable audit methods around employee adherence to best practices in service delivery, systems, and processes Can coach, develop, and support all assessing employees to achieve a suitable level of performance and adherence to best practice
- Ability to provide relevant and constructive feedback when behaviours or practices require improvement.
- Strong written and verbal communication skills and computer literacy
- Strong planning and organisational ability Analytical and problem-solving skills

**About us**

At Auto & General (A&G), we provide smarter products and solutions to safeguard our customers in their time of need. Our range of general insurance products protect customers on the road, at home, and on holiday with various Car, Motorcycle, Home, Contents, Pet, and Travel Insurance products as well as roadside assistance.

**Our perks**
- Location: This role is based at our North Lakes office, a convenient location close to local retail, restaurants, and other amenities.
- Extra leave: Enjoy additional leave days on us You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team
- members can also purchase up to two additional weeks of leave per year.
- Paid parental leave: We support our new parents with paid parental leave and other benefits.
- Workplace giving: If you’re passionate about a cause, then we are too. We offer workplace giving and we’ll dollar-match your donations to registered charities.
- Development opportunities: We’re championing your development with internal programs and access to a wide range of online courses.
- Employee discounts: You’ll receive discounts on Budget Direct insurance products.
- Reward and recognition: We reward high performance with employee recognition, reward, and incentive schemes.
- Onsite facilities: There are excellent end-of-trip facilities on offer and private spaces for nursing mothers.
- Get social: Join our vibrant social and community activities, including annual celebrations, family fun days, and regular events across each of our sites. Perks App: Access to an employee benefits and discounts app called ‘Perks’ offering great discounts, offers and programs across a range of areas.

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. lment