Team Leader, Home Claims

With over 1.2 million members RAC is one of WA’s most iconic and trusted brands. We are a purpose-led member organisation striving to create greater value for our members and deliver on our purpose to be “The driving force for a better WA.”
We have an exciting opportunity for an enthusiastic individual to join the Home Claims team as Team Leader.
Reporting to the Manager of Home Claims, you will be responsible for leading a team of Home Claims specialists, it will be your responsibility to drive optimal operating performance within the Home Claims function, whilst ensuring a consistent delivery of service to our members.
With a key focus on coaching and building a high performing team, this role will suit a proactive, achievement-oriented person. Your strength in managing people, engaging your team, and importantly setting and achieving results is essential.
We offer attractive working hours which is structured as follows:

• Week 1 – 7.30am – 3.30pm (West Perth Office based)
• Week 2 – 9.00am – 5.00pm (Working from home)

This role is a Full Time, permanent position.
What’s the role?

• Driving team engagement, motivation and recognition
• Ensuring the settlement of home building claims are handled in line with RAC policy
• Act as a referral and escalation point for both internal and external stakeholders
• Provide guidance and support for the team through continued coaching and feedback
• Motivate and recognise team and individual efforts
• Monitor statistics and team performance against KPI and member service targets
• Assess, develop and implement continuous improvement initiatives
• Identify skills and knowledge gaps and assist with upskilling and coaching initiatives
• Undertake recruitment and on boarding activities
• Ensure adherence to RACI processes and home claim procedures through regular audits and reviews

What are we looking for?

• A seasoned customer service professional with strong Team Leadership skills
• Insurance experience is highly desirable, in particular within the Home Claims space
• Demonstrated capacity to deliver desired results
• A people motivator with an empowering and engaging approach
• Ability in demonstrating empathy and resilience in assisting members in difficult situations
• Proven ability to understand and explain in depth processes and best practice
• Pro-active, achievement oriented and a “can-do” attitude

What can we offer you?

• A workplace culture where our people feel valued, respected and empowered
• Work in flexible ways that meet work/life commitments and support wellbeing
• Be part of a purpose led organisation that gives back to the WA community
• An environment that values ongoing career development
• Free Roadside Assistance and discounts on RAC products and services including Insurance, Holiday Parks and Resorts, Security, Finance and Auto Services
• Opportunities for community engagement and corporate volunteering

We are looking for an enthusiastic professional who will thrive in a culture of continuous improvement. Apply with an online application - please send us your cover letter and CV showcasing what you can bring to the team.
Applications Close COB Wednesday 7th February 2024
We encourage you to apply as soon as possible, as RAC reserves the right to close this vacancy without notice.
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