AddressAbout us
At Auto & General (A&G), we provide smarter products and solutions to safeguard our customers in their time of need. Our range of general insurance products protect customers 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
The Customer Service Team Leader is responsible for supporting and guiding a team to provide an excellent customer experience. These teams are the main point of contact for customers and they also liaise with internal stakeholders to support our customers.
A key responsibility will be to lead and develop existing customer service consultants in your team. You will take ownership of your team’s customer queries and see these through to completion with a focus on addressing customer needs. Your team’s performance will be measured against set key performance indicators, with this role being key to them achieving those outcomes.
What experience you’ll bring
To be successful in this role you will be driven, resilient and passionate about the customer experience with a focus on achieving set targets and KPIs. You will have a focus on continuous learning and will have the ability to learn new systems quickly.
Key requirements include:
- Demonstrated ability to learn new systems and processes quickly
Strong attention to detail and ability to build rapport with key stakeholders - Ability to work effectively and collaboratively lead your team
- Demonstrated experience in identifying customer’s needs, clarifying information, researching issues and providing solutions and or alternatives to suit while complying with company policy and procedure.
- Demonstrated experience navigating multiple company databases and systems in managing customer enquiries.
- Ability to multi-task and prioritise workload in a fast paced, high pressure environment with predetermined schedules
Our perks
- Location – This role is based at our North Lakes office - a convenient location close to local retail, restaurants and other amenities.
- 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.
