About the role

The Service Loyalty Team Leader is responsible for leading, coaching, and empowering a team of Solutions Advisors (Loyalty) to proactively engage with Customers calling to cancel their policies. The role is critical in addressing the customers concerns and overcoming objections to maximise customer retention and loyalty.

This role ensures the consistent delivery of exceptional service and high-quality support across all team interactions, fostering long-term customer engagement and satisfaction.

The Team Leader will drive team performance against retention targets, cultivate individual capabilities, and champion a customer-centric approach to secure the business's long-term success through effective customer loyalty strategies.

Position Accountabilities

• Provide input into the development of the Department’s strategic and operational objectives and lead the operational execution of plans. Within this, recommend initiatives in response to relevant emerging opportunities and risks.
• Lead, monitor and manage the team’s performance aligned to the departments Key Performance Indicators (KPI’s), Retention of existing customers throughout the term of insurance and at renewal.
• Complete consultant call observations daily using call competencies framework, whilst implementing real time on the spot coaching of the team.
• Encourage and support consultant professional development, implementing development plans to assist in role growth and experience.
• Directly contribute to the Leadership Team’s effectiveness through proactive engagement and collaboration.
• Analyse performance data related to call volumes, retention rates, customer feedback, and team productivity to make informed decisions and report on team performance.
• Celebrate success whilst promoting a culture of high performance.
• Coordinate and ensure effective training of new members of the team.
• Coach, mentor, and provide constructive feedback to develop the team's communication, negotiation, and problem-solving skills specifically including enhancing their proficiency in applying effective retention strategies and mastering techniques for overcoming customer objections.
• Maintain awareness, understanding and compliance with Company policies and procedures, including the on-time completion of mandatory training.

What experience you’ll bring

• Ability to lead and manage high-performing Service teams within a contact centre environment.
• Ability to make sound decisions to support the operational needs of the business.
• An understanding of the general insurance industry, including product knowledge and customer service best practices.
• Previous experience in demonstrating effective leadership and supervision of a team, with the established ability to coach and develop others.
• Prior experience with KPIs and an understanding of their impact on business outcomes.
• Well-developed and demonstrated understanding of the legislative, regulatory and compliance obligations to operate in the Financial Service Regulatory environment.
• Developed communication skills with ability to build strong working relationships.
• Demonstrated ability to develop, document, implement and continually evolve operating policies, processes and procedures.
• Sound judgment skills with the ability to interpret and evaluate information that improves team and/or department efficiency.

The benefits of working at A&G

• Location – This role will be based at our Kawana office.
• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us - we’ve got learning and professional development opportunities to suit everyone.
• Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
• Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.

About us

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance.

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.

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.