Roadside Assistance Team Leader

**Who is Control Insurance Solutions**:
Control Insurance Solutions (CIS) is an innovative business, located on the Sunshine Coast in QLD, providing customers and partners with accident and mobility related services. We are an agile and fast-paced business with a high-performance culture. We develop products and solutions to meet our customer and partner needs. We are seeking an experience Leader to lead our Roadside Assistance Team.

**About the role**:
As the Roadside Assist Team Leader, you will report into the National Assistance Services Manager within CIS. The role sees you leading a small team of front-line advisors in the call centre and ensuring that, as a team, you deliver on our ethos of ‘High Performance with High Integrity’. Exceptional leadership and customer service is essential. You are continuously challenging what we do and how we do it to ensure we are always looking for ways to deliver better outcomes for customers and stakeholders. In this role, you are responsible for implementing and executing best practices within the team to ensure performance and productivity standards are met.

The team are responsible for delivering several roadside assistance services and motor accident towing services. Your role is fast paced and provides variety of daily challenges that require solution-based thinking practices and high levels of accountability.

The role is based in Kawana on the Sunshine Coast and is an ‘in-office’ role.

**Role Accountabilities**:
As a leader within CIS, we expect you to role model the values, driving results and outcomes with high levels of integrity and effort. It is expected that you will demonstrate commercial discipline, challenger ambition, effective risk management and a ‘One Team’ mindset. Daily you will be accountable for: Communicate effectively with Business Partners and Technology stakeholders, ensuring a high level of consultation on systems and business practices.
- Leading a team of Roadside Assistance and Towing front-line consultants
- Overseeing telephony, call queue, inboxes, and systems to ensure SLAs are being met
- Celebrating success whilst promoting a culture of high performance
- Ongoing development and coaching of consultant to drive performance and exceed business expectations
- Making sound, commercially focussed decisions that align with company standards and values
- Developing and implementing processes and systems to maximise efficiency and performance
- Conducting regular performance reviews with direct reports to ensure alignment with goals and overall objectives are being met
- Comply with all industry specific Acts, Codes and Regulations, as well as company policies and procedures
- Ensure front-line employees are aware of, well aligned to, practicing and embedding our company values and behaviours
- Building highly effective working relationships with key stakeholders (internal & external)
- Managing supplier performance and resolving ad hoc issuesSupporting management with reporting, business planning and performance management

**What experience you’ll bring**:

- Motor accident or mobility assistance experience
- Strong relationship management skills
- A healthy respect for the role of leadership, with an understanding of HR and people management requirements
- Commercial acumen and high attention to detail
- A healthy view on change and the ability to support a team through business / role changes
- The ability to motivate, develop and lead a team of unique individuals to achieve great outcomes
- Good decision making, critical thinking and analytical skills
- The ability to problem-solve whilst keeping all key stakeholders in mind
- High-level conflict resolution skills
- Excellent communication skills
- Fair and balanced approach to leading a diverse group of people
- The ability to plan, organise and time-manage effectivelyThe ability to take and give feedback in a constructive way

**Our Benefits**:

- Modern office, overlooking Lake Kawana.
- Clear role accountabilities and measures of success.
- Be challenged and rewarded as you contribute to our business success.
- Support and guidance as you grow in confidence in your new role.
- Join in a variety of social and community activities.
- Discounts across a broad range of providers, for example; gyms, stores, rental vehicles, accommodation and insurance providers.Income Protection Insurance provided to all employees.

**Control Insurance Solutions values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.
*A note from Control Insurance Solutions 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. Control Insurance Solutions is not responsible for any fees related to unsolicited resumes.

S-DNI #LI-DNI