Motor High Care Team Leader

Contact information Contact Phone: *** Contact Email: ***************@autogeneral.com.au Description The role: As our new Motor High Care Team Leader, you will lead a specialist team of Senior Consultants to manage a portfolio of vulnerable & high‑risk claims from end to end to ensure risks associated with these claims are proactively managed and mitigated. Key Accountabilities: Develop team capability to achieve goals & build high performance teams through a culture of coaching while being accountable for the team’s performance Monitor productivity & results, reviewing individual and team performance reports, identifying trends, and providing feedback and coaching, especially around customer vulnerability triggers and prompts Deliver results through effective leadership, direction, coaching and technical expertise Maintaining an up‑to‑date knowledge of products and services to coach and develop the teams to provide superior customer service Design and implement work practices to gain efficiencies and reduce waste in processes to achieve successful operational outcomes Monitor and manage incoming work volumes ensuring service levels are achieved, continuing to refine our opportunities for automation through the use Maximise the imparting of technical knowledge to the team by way of mentoring and coaching Provide technical guidance and act as an escalation point on complex claims and complaints Manage relationships with internal and external stakeholders Report and escape risk and compliance related concerns, issues, and failures to management Maintain effective claims resolution strategies whilst delivering on high levels of service Provide high level advice on queries for escalated calls, correspondence, and complaints as part of the day to day running of the team What experience you’ll bring: Previous team leader or equivalent experience, along with extensive insurance & investigative experience Experience in leading people and driving a collaborative, high performance culture Relevant experience in customer resolution and complaints management, along with training, presentation & management skills Excellent relationship development skills and stakeholder engagement within a customer service and team leadership role Strong ability to coach, motivate and influence team members in a fast‑paced environment with the ability to deliver difficult feedback constructively Knowledge of Insurance Contract Act, General Insurance Code of Practice, non‑disclosure and ‘upmost good faith' and Motor claims functions would be advantageous Location – Kawana This role is based at our Kawana office. Housed on the sunny coast and close to local retail, restaurants and other amenities, we enjoy views across Kawana Lake and we’re only five minutes from the closest beach. If you love the water and coastal life, this is the perfect place for you. Options for extra leave - Enjoy additional leave days on us You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year and benefit from flexible work arrangements Paid parental leave - We support our new parents with paid parental leave and other benefits. Award Winning Workplace Giving Program - If you’re passionate about a cause, then we are too – we offer workplace giving and we’ll dollar match your donations to registered charities. Development opportunities - We’re championing your development with internal programs and access to a wide range of online courses. Employee discount - You’ll receive discounts on Budget Direct insurance products. Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes. Onsite facilities - There’s excellent end‑of‑trip facilities on offer and private spaces for nursing mothers. Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites. Perks App - Access to an employee benefits and discounts app called ‘Perks’ offering your great discounts, offers and programs across a range of areas. About us Auto & General (A&G) is the fastest growing major Motor and Home insurer in Australia. We provide insurance products and solutions to safeguard a brighter future for our customers, delivered through our multi award‑winning brand Budget Direct and partnerships with leading brands - ING, Qantas and Virgin Money. Our range of general insurance products protect customer’s most valued possessions on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet and Travel Insurance products as well as Roadside Assistance. Our culture of ‘high performance with high integrity’ underpins our values and the way we interact with our customers, the community and each other. 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. If you are seeking a new challenge and would enjoy the opportunity to work in a growing and changing business, click on the APPLY NOW button and submit your application. 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. 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