Team Leader Pet Insurance

Purpose of the Role:

As our new Claims Team Leader, you will lead, engage with, develop and motivate a team of Claims Consultants to deliver exceptional customer service within a fast-paced and highly regulated call centre environment. 

This role requires a strong understanding of the insurance industry, excellent communication and leadership skills, and a commitment to achieving high performance and continuous improvement.

You will:

• Develop, coach & motivate a team, and lead them to execute a high standard of service and process adherence

• Monitor and support the management of a portfolio of claims, including:

• • Workload prioritisation and allocation

  • Claim review and authorisation

  • Technical product, process and system and compliance support

  • Performance and progress reporting

• Contribute to the development and implementation of strategic & operational activities that will continually improve Claims performance and on-going process & system development

• Provide input into staffing requirements including recruitment and training

• Identify and report potential risks or inadequate controls related to compliance or operational risks

Knowledge and Experience:

• Previous Team Leader or equivalent experience

• Ability to demonstrate excellent people leadership, create a winning culture & influence, develop and coach a high-performance team

• Ability to demonstrate excellent people leadership in the workplace 

• Sound judgment skills and the ability to identify trends and opportunities 

• Ability to effectively analyse & resolve problems and manage conflict where required 

• A core focus on customer outcomes and relations and able to develop more efficient processes and procedures

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.