Team Leader Pet Insurance Claims

**The role**

As our new Pet Claims Team Leader, you will report to the Operations Manager Pet Insurance and be responsible for leading, developing and coaching a team of Claims Consultants to provide exceptional customer service to our customers.

**You will**:

- Lead the team to execute a high standard of service and process adherence
- Monitor and support the management of pet insurance claims, including workload prioritisation, claim review and authorisation
- Provide technical support on product, process, system and compliance
- Drive productivity and deliver performance reporting
- Contribute to the development and implementation of strategic and operational activities that will continually improve Claims performance
- Provide detailed input into on-going process and system improvements and staffing requirementsResolve escalated calls, correspondence and complaints inline with the complaints process

**What experience you'll bring**
- Previous Team Leader or equivalent experience with the ability to lead and motivate a team
- An ability to influence, develop and coach to ensure a positive customer experience with a core focus on customer outcomes & relations
- Sound judgment skills, able to evaluate and communicate information with strong attention to detail
- Ability to effectively analyse and resolve problems and develop more efficient processes & proceduresAbility to effectively manage conflict where required and a focus on first line complaint resolution

**Our Perks**
- **Location: Toowong - **Close to a variety of public transport and easy parking options, the Toowong office has excellent end of trip facilities (including secure bike storage and showers), outdoor spaces and plenty of modern collaborative areas to work and connect with colleagues.
- **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.

**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.

**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.