About the Role:
This role offers an exciting opportunity to lead and inspire a talented group of individuals dedicated to enhancing the client experience with one of Australia's leading landlord insurance agencies.
Reporting to the National Manager of Expert Care on an 18-month maternity leave contract, you will play a crucial role in shaping the performance and engagement of the Expert Care team. You will be responsible for providing operational guidance, leadership and motivation to ensure 155,000+ clients receive the highest quality of service, driving efficiencies, proactive communication, and continuous improvement.
Key Responsibilities:
- Lead and mentor your team by conducting regular one-on-one meetings, providing constructive feedback, and supporting career development pathways through training and development.
- You will be the primary point of escalation for client disputes or complaints, championing proactive communication and dispute prevention helping to minimise escalations and enhance overall client satisfaction.
- Utilise your experience and understanding of process, compliance, and workflows to drive quality service as well as deliver timely coaching to all team members.
- Actively seek and implement opportunities for process improvement, ensuring strict adherence to compliance and business requirements. You will manage team behavior and performance, fostering an environment of open feedback and development.
- Prior leadership experience in a Contact Centre or Customer Service team in a similar environment.
- You're a natural leader of people motivated and energised by helping others develop to achieve their full potential
- A strong communicator with excellent rapport-building and complaint resolution skills
- Advanced levels of commercial acumen and exceptional communication skills
- Driven to provide an exceptional customer experience, supporting your team to do the same
- Innovative and always thinking about smarter ways of working and able to lead your team through change successfully
- Familiar with Microsoft Office Suite and able to learn new systems and processes
This is more than just a leadership role; it's an opportunity to make a meaningful impact in a thriving organisation committed to excellence.
For a confidential discussion about the role call Matt on 08 8232 6008 otherwise, if you're ready to bring your passion for leadership and client service to a company that values growth and collaboration and having fun doing it, we encourage you to apply now.
Please note, only short-listed candidates will be contacted
