Purpose of the Role:
The Frontline Team Leader plays a pivotal role in leading and developing a high-performing team of dedicated Claims consultants, ensuring the 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.
Position Accountabilities:
-
Lead & Develop Your Team: Guide, inspire, and manage a team of Motor Claims Consultants, fostering their professional growth through expert coaching, constructive feedback, and continuous learning. You'll conduct performance reviews, identify training needs, and celebrate successes.
-
Drive Claims Excellence: Oversee the prioritisation and allocation of claim portfolios, ensuring optimal efficiency and service levels. You'll support your team in managing their claims, conducting thorough reviews, and providing necessary authorisations in line with company policies.
-
Be Our Technical & Compliance Guru: Provide expert technical support on product knowledge, claims processes, system usage, and compliance requirements, ensuring strict adherence to all regulatory and internal standards.
-
Champion Risk & Advocacy: Actively cultivate your team’s awareness and ownership of our company’s risk framework. You'll promote the understanding that good risk practice is everyone’s responsibility, whilst passionately advocating for our customers, especially those who are vulnerable.
-
Optimise Performance: Regularly monitor team performance against key metrics and service level agreements, implementing proactive measures and corrective actions to drive continuous improvement and ensure we consistently exceed expectations.
What experience you’ll bring
-
Proven leadership experience within a claims or customer service environment.
-
A genuine passion for coaching, mentoring, and developing individuals to reach their full potential.
-
Excellent understanding of claims processes, product knowledge, and compliance requirements.
-
A strong customer-centric approach with a commitment to advocacy, particularly for vulnerable customers.
-
Ability to foster a positive, collaborative, and risk-aware team culture.
-
Demonstrated experience in performance management and driving continuous improvement initiatives.
-
Exceptional communication and interpersonal skills.
The benefits of working at A&G
-
Location – This role will be based at our North Lakes office.
- 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. Join our dedicated front-line teams to provide support, coaching and ensure quality deliverables to both our client and the company.
-
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.
-
Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.
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 range of general insurance products protect customer’s most valued possessions 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.
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.
