Team Leader Digital Communications

Job Category Frontline, Team Leader, Kawana Innovation Employee Type Permanent (PERM) Manage Others Yes Purpose of the Role: As our new Team Leader Digital Communications, you will be responsible for leading and motivating a team of Digital Communication Consultants to respond to our customers through chat within a fast-paced & highly regulated environment. You will: Provide input into the development of the Department’s strategic & operational objectives and lead the operational execution of plans Lead, monitor & manage the team’s performance relating to KPI’s, including but not limited to, Quality assurance, Productivity, Response Times, & Retention of existing customers Effectively handle escalated complaints within company timeframes whilst maintaining an empathetic & professional manner and providing support to the team Support the Team with their individual development, and implement plans to support their aspirations Complete chat reviews & audits on the Consultant’s performance to ensure they’re adhering to the companies policies and procedures Coordinate & ensure the rigorous training of new members of the Team along with providing mentorship by building relationships, setting clear goals, providing constructive feedback & fostering learning opportunities Lead the Team in the creation and delivery of effective communications, ensuring consistent messaging across digital channels Promptly address any communications issues, mistakes or errors taking full ownership until a resolution is achieved and ensuring detailed documentation is recorded Develop strategies and initiatives to deliver continual improvements across the Service Department relative to customer and employee engagement, reporting and systems This role will work across a seven day roster with the requirement to work 1 in every 4 weekends. Knowledge and Experience: Previous experience in demonstrating effective leadership & supervision of a team, with the established ability to coach & develop others along with an understanding of KPI’s Strong operational knowledge & skills, writing digital communications for insurance products in a contact centre, and a demonstrated understanding of the legislative, regulatory & compliance obligations to operate in the Financial Service Regulatory environment Ability to make sound decisions to support the operational needs of the business Excellent communication skills with ability to build strong working relationships Demonstrated ability to develop, document, implement & continually evolve operating policies, processes and procedures Sound judgment skills with the ability to interpret and evaluate information that improves team and/or department efficiency Location – this role will be based in Kawana 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. Access to A&G’s employee reward and recognition platform, powered by Rewards Gateway - Enjoy a wide range of benefits, including personalised rewards & peer-to-peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements - helping you feel valued every step of the way. 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. We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer If this sounds like you, apply today. Auto & Generalvalues 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. Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad . #J-18808-Ljbffr