Job description
The 'Apply with SEEK' option will be utilized for International applicants, mainly Australia.
Team Leader Healthcare Insurance
IF YOU CARE, THERE’S A PLACE FOR YOU HERE
For a career path that is both challenging and rewarding, join Sedgwick’s talented team of 27,000 colleagues around the globe. Sedgwick is a leading provider of technology-enabled risk, benefits and integrated business solutions. Taking care of people is at the heart of everything we do. Millions of people and organizations count on Sedgwick each year to take care of their needs when they face a major life event or something unexpected happens. Whether they have a workplace injury, suffer property or financial loss or damage from a natural or manmade disaster, are involved in an auto or other type of accident, or need time away from work for the birth of a child or another medical situation, we are here to provide compassionate care and expert guidance. Our clients depend on our talented colleagues to take care of their most valuable assets—their employees, their customers and their property. At Sedgwick, caring counts®. Join our team of creative and caring people of all backgrounds, and help us make a difference in the lives of others.
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Opportunity to lead and mentor a team of successful colleagues
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Flexible working arrangements
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Insurance APA or CIP qualification required
Reports To
Operations Manager
Role Overview
The Customer Service Team Leader is responsible for the daily operation of their team, including performance management, process management, and demonstrating strong leadership and motivational skills. Key to the role is ensuring the success of the team in delivering an excellent level of customer care, with specific consideration to SLA’s and Compliance requirements.
Specific Responsibilities
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To provide strong and visible leadership to their team through clear and engaging communication
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To motivate their team to provide the best possible customer service
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To be the point of referral for technical and process queries, and complaints and complex queries from team members
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To effectively manage complaints in accordance with CPC
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To monitor and report on the productivity and quality of the team (KPI’s)
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To work collaboratively with the Operations Manager to consistently achieve Client SLA’s and targets
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To support the Operations Manager in planning resource / campaign scheduling
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Active involvement in weekly team meetings to review and develop team performance
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Performance management including completion of monthly and quarterly reviews for direct reports, working with other Team Leaders and Operations Manager to set and monitor appropriate team and individual targets.
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To develop the customer service capability and performance of the team in collaboration with the Operations Manager and fellow Team Leaders
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To carry out Quality Assurance Evaluations on the team in support of the QA function
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To liaise, discuss and formulate action plans with the Quality Assurance Department following discovery of non-adherence to process/procedure
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To liaise, discuss and formulate action plans with the Training Manager following discovery of training gaps and continuous development
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To mentor and help develop core leadership competencies within their team
Personal Qualities/Attributes
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Strong organisational skills
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Excellent leadership and motivational skills
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Strong attention to detail
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Excellent product knowledge
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Results driven and solution orientated
Qualifications
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Insurance Qualified CIP desirable but not mandatory
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Willing to attain CIP within 6 months
Experience
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2 years’ experience in a Customer Service Role
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1 years’ experience in a supervisory function or people management
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Proficient in Microsoft Word / Excel / PowerPoint
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Strong people management skills
Colleague Benefits
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Education Contribution
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Career development and progression
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Health Insurance Scheme
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Tax Saver Travel Scheme
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Sedgwick's Sports & Social Club
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Discounted Personal Training group circuit classes
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Discount Benefits
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Employee Assistance Programme
Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.
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