Business Services Team Leader

• Work for a great company, leader and team
• Opportunity-rich environment with long term career and personal development opportunities
• Make a genuine difference in peoples' lives

About the Opportunity
We are seeking a highly motivated and passionate individual to join our team. As a Business Services Team Leader, you will effectively lead your team to:

• Support the delivery of a first-class triage, complaint recording/compliance and claims management service
• Drive and promote a positive experience for our customers
• Ensure that all Business Services administration, compliance and reporting requirements are adhered to
• Develop and find efficiencies for operational processes

About You
You'll come from a claim and/or insurance background and will have:

• Demonstrable experience in claims handling, preferably General Property Insurance claims
• Strong leadership attributes and experience in coaching and mentoring colleagues to success
• Ability to work in a fast-paced, diverse and dynamic environment with a genuine commitment to delivering a positive customer experience
• Exceptional stakeholder management and engagement skills
• A strong mindset and resilient attitude when faced with difficult situations and/or stakeholders, and the ability to influence favourable outcomes for your stakeholders

Key Responsibilities

• Lead and mentor a team of Business Services Consultants
• Champion and promote client workflow within the team and business
• In conjunction with the Quality & Customer Experience Manager, assist in the learning, development and training of employees under your direct supervision
• Assist in the development and implementation of standard work practices and standard operating procedures
• Manage escalations and implement dispute resolution strategies
• Review and manage operational performance (including but not limited to adherence to the client, Crawford, and industry KPI's, service delivery, and quality), for which you are responsible
• Client relationship management may include face-to-face meetings
• Ad-hoc administrative functions as instructed
• Provide regular coaching and feedback to direct reports, in an agreed frequency as directed by the Quality & Customer Experience Manager, in a method consistent with Crawford & Company's policies
• Maintain professional and technical knowledge through continuing education

Key Requirements

• Experience in a leadership role (highly desired)
• Strong ability to follow procedures and policies
• Ability to interpret and adhere to compliance Service Level Agreements requirements
• Previous experience in a high-volume call centre, retail or customer service role
• Strong technical experience in Property claims, including policy interpretation and claims handling processes (highly desired)
• Working knowledge and ability to apply principles of the General Insurance Code of Practice and Insurance Contracts Act

About Crawford
Crawford is the world's largest publicly listed claims management company operating in more than 70 countries. Crawford has been in operation for over 80 years and is committed to restoring and enhancing lives, businesses, and communities affected by natural disasters and catastrophic events.

Crawford is the only provider in Australia to offer services across the entire claim lifecycle – from 'first notification of loss' through to litigation:

• Loss adjusting – property, major and complex loss, catastrophe response
• Third party administration (Crawford TPA is a Lloyd's accredited provider)
• Forensic accounting including business interruption expertise
• Cyber response
• Managed repair services (Contractor Connection)
• Quantity surveying, forensic engineering & building consultancy (CRD Building Consultants)

To learn more about Crawford, please visit
Crawford is committed to being an inclusive workplace that employs and retains the best and most diverse talent. We value diversity of thought, experience and perspective and aim to create a workplace where our people feel valued, respected, and empowered. We welcome applications from Aboriginal and Torres Strait Islander peoples and from people of all backgrounds regardless of gender identity, age, sexual orientation, disability, or ethnicity.

It is the policy of Crawford & Company that all successful employees consent to a national police check. To be eligible to apply, you must have Australian or New Zealand citizenship or permanent residency status.

Interested? Please submit a short cover letter explaining why you are suitable for the role along with your resume.