Team Leader Claims Specialist

Purpose of the Role The Frontline Team Leader plays a pivotal role in leading and developing a high‑performing team of dedicated Claims consultants, ensuring the delivery of exceptional customer service and efficient claim resolution throughout the entire customer journey. This role strategically champions customer advocacy, especially for vulnerable customers, by instilling a strong risk‑aware culture and empowering the team to operate with fairness, compassion, and flexibility. Position Accountabilities Lead & Develop Your Team: Guide, inspire, and manage a team of Motor Claims Consultants, fostering professional growth through coaching, feedback, and continuous learning. Conduct performance reviews, identify training needs, and celebrate successes. Drive Claims Excellence: Oversee prioritisation and allocation of claim portfolios, ensuring optimal efficiency and service levels. Support the team in managing claims, conducting thorough reviews, and providing necessary authorisations in line with company policies. Be Our Technical & Compliance Guru: Provide expert technical support on product knowledge, claims processes, system usage, and compliance requirements, ensuring strict adherence to all regulatory and internal standards. Champion Risk & Advocacy: Actively cultivate your team’s awareness and ownership of the company’s risk framework. Promote understanding that good risk practice is everyone’s responsibility while advocating for customers, especially vulnerable ones. Optimise Performance: Regularly monitor team performance against key metrics and service level agreements, implementing proactive measures and corrective actions to drive continuous improvement and exceed expectations. What experience you’ll bring Proven leadership experience within a claims or customer service environment. A genuine passion for coaching, mentoring, and developing individuals. Excellent understanding of claims processes, product knowledge, and compliance requirements. A strong customer‑centric approach with a commitment to advocacy, particularly for vulnerable customers. Ability to foster a positive, collaborative, and risk‑aware team culture. Experience in performance management and driving continuous improvement initiatives. Exceptional communication and interpersonal skills. The benefits of working at A&G Location – This role will be based in Malvern. Extra leave – Paid ‘ME’ day and one paid volunteer leave day annually. Members can purchase up to two additional weeks of leave per year. Paid parental leave – We support new parents with paid parental leave and related benefits. Workplace giving – We dollar‑match donations to registered charities. Development opportunities – Internal programs and access to a wide range of online courses. Employee discounts – Discounts on Budget Direct insurance products. Reward and recognition – Incentive schemes for high performance. Social & community activities – Annual celebrations, family fun days and regular events across our sites. About us At Auto & General (A&G) we provide smarter products and solutions to safeguard our customers in their time of need. Through our well‑known brand Budget Direct and partnerships with Qantas, ING and Virgin Money, we offer a range of general insurance products covering cars, motorcycles, home, contents, pets and travel, as well as roadside assistance. Our culture of high performance with high integrity guides how we interact with customers, the community and one another. We are excited about the future and seek talented, passionate individuals to help us become Australia’s best insurer. #J-18808-Ljbffr