AddressAbout 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.
The role
To enhance the customer journey by leading the team to provide service excellence. To implement and drive best practice, team performance and quality delivery for all assessing and customer touch-points
Responsible for ensuring operational performance is optimal and comprehensively controlled at all times within A&G’s IAC’s. To work collaboratively with all ASO’s and assessors on site, as well as additional employees/managers/stakeholders to ensure all Assessing Support Officers deliver upon the core function of managing a streamlined, well performed and customer satisfying repair journey,
The Assessing Support Officer Team Lead core focus is to drive themselves, assessing teams and Assessing Support Officers to excellence in communication, timeliness and relationships with each other, suppliers, repairers on behalf of our customers. They will embed this through professionalism, accuracy and embedding the required standards of service delivery throughout the state employee group.
- Leadership of a team of State based, multi-site Assessing Support Officers ensuring our people are engaged, capable, skilled and able to achieve best practice.
- Lead a team of Assessing Support Officers to consistently and correctly apply agreed National service levels, optimal process adherence, and accuracy in activities and drive accountability with the key focus on customers and the business.
- Leading daily State production meetings with the technical managers to ensure the most efficient provision of appropriately skilled resources to the right claim/ vehicle.
- Developing resource planning protocols across assessing and customer services to ensuring that all sites are resourced appropriately linked to customer needs.
- Assisting with customer complaints and code disputes, linking learns/ opportunities into Vocal score reviews to develop State based improvement plans in conjunction with the Head of Service Delivery and the State Manager.
- Establishing cohesive IAC, Statewide and National initiatives that drive a consistent and engaged approach to our key business and service delivery objectives; ensuring we are all aligned as a cohesive group and poor performance is addressed
- Supporting technical managers to on boarding new staff post induction training to ensure that customer service excellence is understood and practiced
- Ensure all front line employees are aware of, well aligned to, practicing and embedding our company values.
What experience you’ll bring
- Minimum 3 years leadership/ mentoring experience, preferably in customer facing organisations (Financial Services/Insurance preferred)
- Resource planning/ management expertise desirable
- Exceptional customer service insight and delivery
- Strong ability to negotiate & influence in challenging technical & personal circumstances
- Ability to establish measurable audit methods around employee adherence to best practice in service delivery, systems and processes
- Can coach, develop and support all assessing employees to achieve a suitable level of performance and adherence to best practice
- Ability to provide relevant and constructive feedback to all assessing employees and leaders when certain behaviours or practices require improvement
- Strong written and verbal communication skills
- Computer literate
- Strong planning and organisational ability
- Analytical and problem solving skills
- Well developed and demonstrated understanding of the legislative, regulatory and compliance obligations to operate in the FSR environment
Our perks
- 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.
- Paid parental leave - We support our new parents with paid parental leave and other benefits.
- Workplace giving - 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 discounts - 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.
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.
