Team Leader

HomeRepair is a wholly owned subsidiary of Suncorp Group Ltd (Suncorp), a major general insurer in Australia and New Zealand. Our primary business is to provide residential repair and make-safe services in Australia for insurance claims made by Suncorp's home insurance customers. We are expanding into the Perth area and require a locally based team to support our claim management and repairs.

Specialising in lower complexity, high volume residential insurance repairs and emergency call outs, our focus is on delivering a custom fit experience and high quality and efficient building repair solutions for our customers and trade partners.

HomeRepair currently employs c.120 people, including Case Managers, Procurement and Support functions in Melbourne, Sydney, Brisbane and Adelaide, along with Assessors throughout Australia in the field.  Our team members enjoy the flexibility of working from both the office and from home. There may be occasional travel opportunities, such as for training.

This role is accountable for creating and fostering a positive working environment for Technical Support Officers & Case Managers. The Team Leader equips their team 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 other leaders in the business, they support the continuous improvement of the claims experience.

Key Accountabilities

• Leading, coaching and developing the team to ensure that targets for customer service quality, staff and trade performance are met to support the achievement of HomeRepair's goals
• Leading a high performing team with a focus on motivation, development and efficiency
• Ensuring that the team places the customer at the core of our ways of work through effective coaching
• Creating and delivering plans to drive performance and a culture of success that ensures individual and business SLAs are met
• Conducting regular (at minimum monthly) individual and team meetings in line with business process
• Managing day to day operations of the team and efficiently managing claim allocation and closure
• Providing support and guidance on customer resolution strategies and enhancing the customer experience
• Providing insights and implementing initiatives to improve the customer experience
• Proactively managing risk and compliance, including fraudulent activity, and identifying vulnerable customers
• Building trusted relationships with staff across the business
• Supporting and contributing to various project or other work as required
• Leading the team through organisational growth and change
• Ensuring information is complete and accurate, with thoroughness in accomplishing a task
• Producing results or providing services that exceed expectations
• Other duties as required

Qualifications

• Industry qualifications e.g. Cert IV in General Insurance (desired)
• Training or coaching qualification (desired)
• Relevant degree in Business, Commerce or a related field (desired)

Experience

• Demonstrated experience in leading a customer service team
• Extensive claims process knowledge
• Working knowledge of the insurance industry principles and regulations, as well as building terminology and trades (desired)
• Demonstrated management of small to medium sized groups

Core Capabilities

• Proven strong leadership skills
• Strong coaching, mentoring and development skills
• Exceptional customer service skills, including conflict resolution
• Continuous improvement focus
• Change management and implementation capability
• Resiliency and a proactive and positive mindset
• Proven ability to work in a fluid and flexible environment

Technical Capabilities

• Sound knowledge of general insurance products, principles and underwriting
• Sound knowledge of the Privacy Act, and General Insurance Code of Practice
• The ability to interpret policies, interpret and identify possible solutions
• The ability to identify a potentially fraudulent claim

If you feel this is the position for you, please apply now describing how you meet the above selection criteria and requirements of the role.