Motor Claim Services Leader

• Motor Claims Leadership opportunity
• 12-month secondment
• Brisbane location

As a Motor Claims Engagement Leader, you will be responsible for leading, coaching and motivating a team of Motor Specialists to deliver exceptional claims experiences and outcomes for our customers, employees & shareholders.
This role leads a team of inbound Motor Claims Specialists responsible for customer claims lodgement and enquiry calls, pathing to our top ranked approved repair partner, collection of excess, booking of hire cars, organisation of tows, all to help our motor customers get back on the road as soon as possible.
This is a 12-month secondment opportunity.
What you'll do

• Actively motivate, develop, coach and engage team members to drive results and create a high performing team
• Coach team to achieve Motor Claims scorecard - pathing to our preferred repairers, collection of excess, achieving exceptional Voice of Customer results, adhering to correct processes & being available to support our customers
• Develop specific coaching plans to support development and drive performance of direct reports, including utilisation of support services such as Technical Specialists
• Actively review and understand customer feedback for team to develop strategies to strive for brilliant customer experiences
• Support team to own performance, empower team to make decisions and look for opportunities to drive efficiencies in process & customer conversations
• Be the escalation point for customer calls regarding individual consultant performance and service delivery
• Contribute to a high-performance culture through strong working relationships across a broad range of stakeholders and departments
• Analyse data and reports to identify trends to continuously drive an improvement in the business results of team members and department
• Build, enhance and maintain quality relationships with all internal and external customers
• Alignment of team objectives to ensure effective delivery of our customer proposition
• Working closely with the site Manager, Leadership team & Operations Team

What you'll bring

• Experience in successfully leading teams
• Experience in Motor Claims Management preferred
• Knowledge of call centre disciplines, technology and common metrics
• Customer management
• Leadership and Coaching Skills

If this sounds like you, apply online today. For more information, contact liam.saif@suncorp.com.au