Team Leader

**Leader - Home Claims**
- **Perth Based**:

- **Permanent Role**

**About the role**:
The Leader is accountable for creating and fostering a positive working environment for Claims Managers and equipping them with the resources, skills and capabilities to achieve business outcomes, deliver brilliant service and provide peace of mind to customers during the claims process.

By working closely with Managers and other Firstline Leaders, they support the continuous improvement of the claims experience.

**More specifically, you will**:

- Actively motivate, develop and coach team members to deliver a brilliant service when interacting with customers, in line with Suncorp’s service excellence standards and principles.
- Create and deliver a plan to drive team performance and culture that ensures individual, and business goals are met, including but not limited to claim cost control, complaint management, customer and claim life and stakeholder relationship management.
- Monitor team performance and culture through conversations, engagement surveys and team temperature checks; set challenging yet realistic and achievable goals and hold team members to account for their performance.
- Ensure all team members have active development plans that are in line with their individual needs and aligned to business requirements.
- Utilize reporting tools to create and deliver specific coaching plans aligned to individuals’ needs to support ongoing improvement. Monitor and ensure ongoing progress reviews towards their goals.
- Manage the day-to-day operations of the team and efficiently manage the allocation of workload in a case-managed environment.
- Create a culture that balances customer needs with business outcomes; and proactively identifies feedback and insights to improve the claims process and customer experience.
- Create and maintain a safe environment for team members to raise claim issues, including for discussion in Solve Rooms.
- Monitor and drive team members to ensure case managed milestones are met within SLA, including first call, assessment completion, scope of work approval, construction and finalisation.
- Ensure claims portfolios are managed pro-actively within the case management framework with emphasis on the customer experience and stakeholder management.
- Provide support and guidance on customer resolution strategies where required to minimise customer escalations.
- Resolve, where possible, customer escalations or complaints within agreed or expected timeframes.
- Proactively identify potential risks and mitigate where possible to avoid unnecessary escalation of a claim.
- Refer and action any potentially fraudulent activity immediately that is reported to you to the Fraud & Investigations department.
- Ensure individual and team compliance with all internal policies, procedures, legislative and external requirements (e.g. General Insurance Code of Practice, Privacy, ICR processes).
- Support Claims Managers in the identification of customers experiencing vulnerability and liaise with the Complex Claims and CEV team where required.
- Build effective and trusted relationships with Managers, other Firstline Leaders and External Stakeholders, in line with Suncorp’s service excellence standards and principles.
- Actively support the team during major events and catastrophes, in line with the Event Response Plan.
- Provide support and assistance to your peers when necessary.
- Support project work as required.
- Take ownership for learning and development to uplift skills and capabilities.
- Positively contribute to team and act to enhance own and others’ safety and wellbeing.

**About You**:

- Minimum 2 years’ experience leading frontline customer service teams (Highly desirable)
- Minimum 2 years’ experience in the Insurance industry, ideally with exposure to home claims handling or knowledge of home insurance processes
- Competent in using ClaimCenter, In4mo and Enlighten (Highly regarded)

**Key Capabilities**:

- Strong leadership with a proven ability to successfully lead a team, deliver results and hold team members accountable for their performance.
- Strong coaching and mentoring skills, including an ability to identify individual developmental needs and recommend relevant activities to uplift capability.
- Strong customer service experience with active listening skills, dispute resolution and continuous improvement drive.
- Ability to build and maintain effective and trusted relationships with stakeholders.
- Conflict resolution skills and an ability to show empathy and care.
- Effective communication skills, with an ability to convey information and tailor the approach or message.
- Strong problem-solving skills and negotiation skills using a constructive and collaborative style.
- Change management capability, resiliency and a proactive and positive mindset.
- Committed to self-development and opportunities to increase skills and knowledge.
- Strong time management skills and an ability