Customer Service Team Lead
Salary undisclosed
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- You will lead and mentor individuals to deliver customer service outcomes (internal/ external) in line with key financial performance deliverables. The role is critical in providing coaching, performance management and compliance monitoring.
- Lead and develop a team of Sales and Service Consultants to ensure that customer service and performance targets are met to support Business Unit and organizational goals.
- Lead, coach and develop a team of consultants to ensure that targets for customer service quality, staff performance and underwriting costs are met to support the achievement of Business Unit and organizational goals.
- Identify strategies to support continuous improvement and increase efficiency/productivity, quality outputs, workforce capability and capacity.
- Build and maintain effective relationships with all key stakeholders to understand the impacts of organizational changes to systems, policies and processes and support the delivery of insurance services to customers.
- Assist with the development and execution of the Customer Care strategy, driving the implementation of enabling activities to deliver against Portfolio objectives :
- Identify, assess and deliver effective feedback to colleagues based on performance and behaviour.
- Build and maintain key relationships, both internally and externally (i.e. including, but not limited to, global partnering) to ensure delivery of core functions across the business.
- Undertake routines to drive outcomes, including weekly planning and intraday reporting (where required).
- Maintain activities that mitigate against risk and identify opportunities to drive continuous improvement. Ensure adherence to legislative and compliance requirements.
- Identify, assess and control risks to the health and safety of colleagues and contractors. Adhere by WHS policies including reporting of incidents and hazards within the required timeframe.
- Maintain accountability of outcomes undertaken within the business framework not limited to fraud detection and analysis.
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