The role:
The Frontline Team Leader plays a pivotal role in leading and developing a high-performing team of dedicated Customer Service Officers, ensuring delivery of exceptional customer service and efficient claim resolution throughout the entire customer journey. This role strategically champions customer advocacy, especially for vulnerable customers, by instilling a strong risk-aware culture and empowering the team to operate with fairness, compassion, and flexibility.
Key Responsibilities:
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Team Leadership & Development:
- Lead, inspire, and manage a team of Customer Service Officers, ensuring alignment with the company values of ownership and integrity, care and passion, and vision and creativity in all interactions and operations
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Drive team performance and professional growth through effective coaching, providing positive and constructive feedback, guidance, and support to enhance individual and collective capabilities
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Conduct regular performances reviews, identifying training needs, and foster a culture of continuous learning and development within the team
- Claim Portfolio Management:
- Monitor and support the management of a portfolio of claims, including conducting thorough claim reviews and providing necessary authorisations in line with company policies and guidelines.
- Technical & Compliance Expertise
- Provide expert technical support to the team on product knowledge, claims processes, system usage, and compliance requirements
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Ensure strict adherence to all regulatory and internal compliance standards across all team activities
- Risk Management & Culture
- Understand and champion the company's risk framework (i.e. risk appetite, risk culture, risk governance), actively cultivating the team's awareness and ownership of risk.
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Promote the understanding that good risk practice is everyone's responsibility, including taking ownership of risk identification documentation, monitoring and mitigation with the team's operations.
- Performance Monitoring & Improvement
- Regularly monitor team performance against key metrics and service level agreements, implement proactive measures and corrective actions as required to drive continuous improvement
What we're looking for:
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Proven leadership experience within a claims or customer service environment
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A genuine passion for coaching, mentoring, and developing individuals to reach their full potential
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Excellent understanding of claims processes, product knowledge and compliance requirements
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A strong customer-centric approach with a commitment to advocacy, particularly for vulnerable customers
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Ability to foster a positive, collaborative, and risk-aware team culture
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Demonstrate experience in performance management and driving continuous improvement initiatives
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Exceptional communication and interpersonal skills
About us
At Auto & General (A&G), we provide smarter products and solutions to safeguard our customers in their time of need. You may know A&G through our multi-award winning brand Budget Direct and our partnership with leading brands - Qantas, ING and Virgin Money. 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.
Our perks
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Location – This is an “in office” role, based at our Malvern office (East of Melbourne City). A premier office environment close to public transport and Melbourne CBD
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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.
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Paid parental leave - We support our new parents with paid parental leave and other benefits.
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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.
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Development opportunities - We’re championing your development with internal programs and access to a wide range of online courses.
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Employee discounts - You’ll receive discounts on Budget Direct insurance products.
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Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes.
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Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.
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Access to A&G's employee reward and recognition platform, powered by Rewards Gateway
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Enjoy a wide range of benefits, including:
- Personalised rewards and peer-to-peer recognition
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Exclusive discounts and savings across more than 600 top retailers
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A comprehensive recognition program that celebrates milestones and achievements—helping you feel valued every step of the way
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.
- 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.
