Team Leader Total Loss

The role

Lead the team to ensure customers understand how the total loss settlement is calculated and receive their total loss settlement promptly. The role manages the final cost of total loss claims, customer complaints and managing wrecks for sale release.

The Team Leader needs to collaborate with peers to drive consistent and compliance outcomes across the broader Total Loss team.

Work with and collaborate with the Fulfilment and the broader Assessing Team - to ensure the best connected business insight, cost and customer outcomes.

Position Accountabilities

• Lead, motivate, coach and develop Total Loss Consultants, in a way that aligns with ensuring our people are engaged, capable, skilled and practicing Company Values.
• Settle customers total loss claims within the required number of days.
• Drive teams to use appropriate compliance tools and within PDS requirements to achieve first call outcomes with customers.
• Establish, lead and maintain regular two-way communication forums eg. team meetings, WIP etc.
• Cross-training of team-members to sustain a flexible workforce.
• Contribute to creation of team and individual operator KPI's.
• Create and manage tools for monitoring and tracking productivity, workload allocation, and quality outcomes.
• Conduct and/or coordinate process and systems training, and refreshers as required.
• Drive a strong customer focus – both internal and external customers.
• Manage stock on hand at Manheim and ensure timely release of wrecks for sale.
• Encourage and proactively support change and process improvement initiatives.
• Handle internal escalations, queries, troubleshooting.
• Contribute to project activities as required.
• Undertake recruitment activities as required.
• Regular reporting as required.

What experience you'll bring

• Demonstrated ability to successfully lead, coach and develop others to achieve team results.
• Insurance industry experience preferred – specifically in claims and contact centres would be a distinct advantage.
• Demonstrated ability to problem solve in a complex working environment.
• Strong relationship building skills that enable effective stakeholder engagement – internal and external.
• Sound analytical and reporting capabilities.
• Competent in MS Word and Excel.
• Strong oral and written communication skills.

Attributes

• Demonstrated capacity for self-management and collaborative decision-making.
• High attention to detail.
• Sense of urgency.
• Calm and resilient under pressure and ability to prioritise workload.
• Positive approach and energises others.
• Exceptional listening skills.
• Takes shared responsibility for own personal development.
• Takes ownership of outcomes.

The benefits of working at A&G

• Location – North Lakes: This role is based at our North Lakes office. 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. This is an on-site role.
• 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.
• Access to A&G's employee reward and recognition platform, powered by Rewards Gateway - Enjoy a wide range of benefits, including personalised rewards & peer-to-peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements - helping you feel valued every step of the way.

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.

We're excited about the future and we're always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer If this sounds like you, apply today.

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.