Contact Centre Manager

1 week ago

Greater Adelaide SA, Australia Suncorp Group Full time

Lead a high-performing team in a values-driven insurance brand
- Heatherton & Adelaide locations with flexible hybrid working with career development opportunities
- Drive customer obsession and operational excellence

Shannons is Australia’s leading insurance provider for motoring enthusiasts, offering more than just protection for classic and collectible vehicles. As Contact Centre Manager, you’ll lead Shannons’ customer-facing teams to deliver service excellence, drive performance, and embed a culture of safety, accountability, and continuous improvement. Be part of a leadership team shaping the future of customer service in insurance.

**What You’ll Do**
- Lead and inspire a high-performing contact centre team, driving customer satisfaction and operational excellence
- Champion the Ethos Productivity Program to embed best practices and consistent service delivery
- Manage change initiatives to ensure smooth transitions and measurable benefits across the centre
- Build team capability through coaching, mentoring, and professional development
- Oversee operational budgets and ensure compliance with internal and external standards
- Collaborate across Shannons and Consumer Insurance to align strategy and share best practice

**What You’ll Bring**
- Proven leadership experience in customer service, insurance, or contact centre environments
- Strong commercial acumen with the ability to balance financial, customer, and risk outcomes
- Advanced coaching and change management skills to lead transformation and capability uplift
- Effective communication and influencing skills across diverse stakeholder groups
- Experience using customer insights to drive performance and continuous improvement
- Ability to manage budgets and contribute to strategic planning

**What You’ll Enjoy**

Access our award-winning Shine platform - your central hub for exclusive perks, wellbeing support, career development, and recognition. Shine has been recognised for excellence in employee experience, making it easier than ever to access what matters most to you.
- Hybrid working, flexible leave, 20 weeks paid parental leave, and up to 5 days paid flexible leave annually
- Paid study support, career breaks, on-the-job learning, and a $1,000 referral bonus for eligible employees
- Free wellbeing coaching, a dedicated Employee Council, and confidential EAP access
- Discounts at 400+ retailers, insurance savings, gym memberships, and reduced super fees
- Paid volunteer leave, donation matching, and unlimited emergency response leave
- Performance-based bonuses and Suncorp shares for eligible employees
- Diversity is celebrated through employee resource groups and inclusive policies for all families

At Suncorp we believe we are our best when our workforce is as diverse, talented and passionate as the communities in which we live and operate, and where our people feel included, valued and connected. We are passionate about inspiring our people by creating a diverse, accessible, and inclusive culture, offering flexible work, career development and internal mobility, and building connected relationships amongst our team members and with our customers.

**Advertised**: 23 Sep 2025 AUS Eastern Standard Time
**Applications close**: 23 Oct 2025 AUS Eastern Daylight Time

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