Customer Support Team Leader
vor 1 Woche
Add expected salary to your profile for insightsAt Honey, we like to do things a bit differently.
You'll notice this from the very first time you meet with one of our talented team, right through to your first day at Honey.
We challenge expectations, are always looking to make a difference, questioning what we're doing and asking if there's a better way.
We are exceptional at what we do and every single one of us brings a unique talent to Honey.
We are incredibly resourceful and bring great energy and a can-do attitude to every conversation, where everyone has an equal voice and we know a good idea can come from anywhere.Are you interested?
If so, read on.Why we're differentHoney is Australia's first smart home insurance for the modern-day homeowner, renter or landlord, on a mission to eliminate the majority of avoidable accidents that happen in the home.
We do this through a re-imagined approach to home insurance that lets customers easily sign-up with the right level of cover by using satellite and third party data, and then provide customers with smart home technology to help protect their homes.Honey took Australia by storm when it launched in June 2021 with the largest Seed funding round in Australian history of $15.5 million led by RACQ, AGL, Mirvac, Metricon and many other industry leading Australian companies.
And we are growing fast.The low downWe're looking for an individual for a January start date with a self-starter mentality who is confident in leading people, is passionate about our customers' end to end journey and is ready to work within Honey's values.
Reporting into the Head of Customer Support, you will directly manage a team of Customer Support Consultants as they support our customers, partners and stakeholders.Key aspects of roleLead, coach and mentor a team of Customer Support Specialists to reach their full potentialOversee, analyse and report day-to-day work productivity, schedule and deliver team training and develop your team's capabilities through feedback and coachingEffectively lead and champion change in a fast paced, ever evolving environmentProactively contribute to a positive risk culture and role model these behaviours throughout the team and businessIdentify, anticipate and communicate any insights or issues preventing customer successReview and analyse our Voice of Customer through Feedback Surveys, Customer Complaints and other customer driven channelsDevelop and monitor processes in accordance with the General Insurance Code of Practice (GICOP) and applicable legislationAbility to work flexibly and manage conflicting priorities effectivelyEnable and role model collaboration between Customer Support and other teams at all levels of the company to continuously build a brand customers loveEffectively communicate with senior stakeholders (both internal and external)Qualifications & competenciesDemonstrated ability to implement strategic initiatives and ensure operational targets/objectives are achievedUnderstanding contact centre metrics including Call Volumes and AHT, and their impact on Customer Service OutcomesGeneral knowledge and understanding of General Insurance regulations and laws that affect insurance practices (preferred)#J-18808-Ljbffr
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