Main characteristics
- Location
- Sunshine, Victoria
- Company
- Randstad
- Salary
- AU$ 80000 - AU$ 85000 /per year
- Employment type
- Permanent
- Category
- call centre & customer service
Job summary
job detailsMy client provides 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.
Their culture of high performance with high integrity underpins our values and the way we interact with our customers, the community and each other. Were excited about the future and were always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australias best insurer! If this sounds like you, apply today. ...
The Role
To directly lead the State based Customer Service Officers to excellence in customer service delivery and how they effectively manage and influence the assessing and repair claims fulfilment.
Responsible for ensuring optimal levels of performance and process exists at all times within A&Gs business models. To work collaboratively with the assessors on site, and additional employees/managers/stakeholders to ensure all Customer Service Officers deliver upon the Assessing Operations core Value Proposition, Vision, and administrative requirements.
The Customer Service Team Lead core focus is to drive themselves, and Customer Service Officers and assessing teams in general to excellence in customer centricity, timeliness, professionalism, accuracy and embedding the required standards of service delivery throughout the state employee group.
Key Responsibilities
- Leadership of a team of State based, multi-site Customer Service Officers and a CS Team Lead ensuring our people are engaged, capable, skilled and able to achieve best practice
- Lead a team of Customer Service 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 meeting 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
- Managing 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 Stage 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 link employees are aware of, well aligned to, practicing and embedding our company values
About you
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.
- 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
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
show more
My client provides 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.
Their culture of high performance with high integrity underpins our values and the way we interact with our customers, the community and each other. Were excited about the future and were always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australias best insurer! If this sounds like you, apply today.
The Role
To directly lead the State based Customer Service Officers to excellence in customer service delivery and how they effectively manage and influence the assessing and repair claims fulfilment.
Responsible for ensuring optimal levels of performance and process exists at all times within A&Gs business models. To work collaboratively with the assessors on site, and additional employees/managers/stakeholders to ensure all Customer Service Officers deliver upon the Assessing Operations core Value Proposition, Vision, and administrative requirements.
The Customer Service Team Lead core focus is to drive themselves, and Customer Service Officers and assessing teams in general to excellence in customer centricity, timeliness, professionalism, accuracy and embedding the required standards of service delivery throughout the state employee group.
...
Key Responsibilities
- Leadership of a team of State based, multi-site Customer Service Officers and a CS Team Lead ensuring our people are engaged, capable, skilled and able to achieve best practice
- Lead a team of Customer Service 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 meeting 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
- Managing 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 Stage 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 link employees are aware of, well aligned to, practicing and embedding our company values
About you
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.
- 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
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
show more
- skills
Leadership/Team Leader experience essential
- qualifications
- Minimum 3 years leadership/ mentoring experience
- preferably in customer facing organisations
- education
Bachelor Degree
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