Contact Centre Team Leader - Private Health Insurance

What Makes Us, Us

We want to be the most trusted wellbeing company in Australia, and this means our focus on wellbeing starts with our people. We support our employees’ Real Wellbeing so that they can better support our members’ and customers’ wellbeing journey.

At Australian Unity we’re for real wellbeing. For us, real wellbeing means so much more than physical health. It’s about your standard of living, your personal relationships and being connected to your community. It’s about what you want to achieve in life, while having the security to get out and do what makes you happy.

We’re bold, warm and honest. We make a real difference to people’s wellbeing.

Our Opportunity

The primary objective of the role is to actively lead and motivate our Senior Customer Solutions Consultants. Within our contact centre at Australian Unity we have frontline Customer Solutions Consultants who directly serve our members and a cohort of senior consultants who support our frontline staff. Typically speraking our Senior Consultants support our frontline contact centre staff with member enquiries, assisting members by taking member calls during peak periods and/or when call queues are high, assist with complaints, escalations or more complex enquiries, provide coaching, development and feedback to contact centre staff and work with the Team leaders to provide additional support when required.

This is a critical leadership role within our contact centre and will join an experienced team of leaders on the Customer Solutions Leadership Team. The Team Leader is a hands-on role that requires a combination of strategic focus and flexibility, as well as a willingness to play an effective business support role. This role will be a trusted counsel, requiring a resourceful individual with strong leadership, self-motivation, business acumen and critical thinking skills.

What you will deliver

• Lead & motivate your team to create value for our new and existing members by delivering exceptional customer experiences measured by NPS.
• Monitor and identify performance development opportunities to coach a team of Senior Consultants to agreed key performance indicators
• Understand customer perceptions and drivers by actively listening to calls, seek and act upon staff feedback and escalations and apply their operational knowledge to elevate customer satisfaction
• Act as a point of contact for escalations providing support and assistance to the staff and customer to ensure beneficial outcomes are achieved
• Create & maintain Customer Solutions Consultant toolkit to assist in onboarding members and staff

What we are looking for

We are looking for a proactive and committed leader who is particularly passionate about achieving exceptional results, receptive to continuous change and a role model for peers.

Your skills and experience will include.

• Role model values with everything we do and create a team culture of Values in Action to help self and our people to thrive
• Be an adaptive leader to coach and develop our people in new ways and within new environments to ensure each person is delivering or above against each individual goals
• Demonstrated experience in leading a sales or servicing team within a contact centre environment 

• Demonstrated experience leading projects/ change initiatives 
• Experience with collaborating with senior level stakeholders within projects/change initiatives that you’ve lead.
• Passion and experience in leading and inspiring a contact centre team
• Private Health Insurance knowledge preferred but not essential

What’s on Offer

You will enjoy a range of great employee benefits and rewards including:

• Competitive salary + bonus program
• Enjoy additional yearly Well-Being and Community leave days
• 14-week paid parental leave, with equal benefit for both parents PLUS our Bump to Baby’
• Employee Referral Program
• Employee Assistance Program – support and assistance for you and your partner at those times in life when you need it most.
• Maxxia Rewards - a great range of discounts and benefits at selected retail outlets, department stores, attractions, travel, cinemas, restaurants.
• Discounts across the Australian Unity business including Private Health Insurance, General Insurance + more!
• Available access to LinkedIn Learning courses through our great Learning platform

For further benefits visit: https://www.australianunity.com.au/careers/culture

Where to from here?

Please contact Richard Maher, Talent Acquisition Practise Lead, for a confidential discussion or more details – rimaher@australianunity.com.au.
 

Australian Unity is an Equal Opportunity Employer, and we encourage applications from all members of the community, including people of Aboriginal and Torres strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people.