The role
As the Assessing Support Officer Team Lead, your core focus will be to drive yourself, assessing teams and Assessing Support Officers to excellence in communication, timeliness, and relationships with each other, suppliers, and repairers on behalf of our customers. You'll embed this through professionalism, accuracy and maintaining the required standards of service delivery throughout the state employee group.
We're looking for someone to enhance the customer journey by leading the team to provide service excellence. In this role, you'll implement and drive best practice, team performance and quality delivery across all assessing and customer touch-points.
You'll be responsible for ensuring operational performance is optimal and comprehensively controlled at all times within A&G's IACs, working collaboratively with all ASOs and assessors on site, as well as additional employees, managers and stakeholders. The goal is to ensure all Assessing Support Officers deliver upon the core function of managing a streamlined, well performed and customer satisfying repair journey.
What you’ll be doing
-
Leadership of a team of State based, multi-site Assessing Support Officers ensuring our people are engaged, capable, skilled and able to achieve best practice.
-
Lead a team of Assessing Support 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 meetings 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 ensure that all sites are resourced appropriately linked to customer needs.
-
Assisting with 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 State 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 line employees are aware of, well aligned to, practicing and embedding our company values.
What experience you’ll bring
-
Minimum 3 years leadership/ mentoring experience, preferably in customer facing organisations (Financial Services/Insurance preferred).
-
Resource planning/ management expertise is 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.
The benefits of working at A&G
-
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.
-
Access to A&G’s employee reward and recognition platform, powered by Rewards Gateway - Enjoy a wide range of benefits, including personalised rewards & peer-to-peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements - helping you feel valued every step of the way.
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.
