Contact Centre Manager – Shannons

• Lead a high-performing team in a values-driven insurance brand
• Heatherton & Adelaide locations with flexible hybrid working with career development opportunities
• Drive customer obsession and operational excellence

Shannons is Australia’s leading insurance provider for motoring enthusiasts, offering more than just protection for classic and collectible vehicles. As Contact Centre Manager, you’ll lead Shannons’ customer-facing teams to deliver service excellence, drive performance, and embed a culture of safety, accountability, and continuous improvement. Be part of a leadership team shaping the future of customer service in insurance.

What You’ll Do

• Lead and inspire a high-performing contact centre team, driving customer satisfaction and operational excellence
• Champion the Ethos Productivity Program to embed best practices and consistent service delivery
• Manage change initiatives to ensure smooth transitions and measurable benefits across the centre
• Build team capability through coaching, mentoring, and professional development
• Oversee operational budgets and ensure compliance with internal and external standards
• Collaborate across Shannons and Consumer Insurance to align strategy and share best practice

What You’ll Bring

• Proven leadership experience in customer service, insurance, or contact centre environments
• Strong commercial acumen with the ability to balance financial, customer, and risk outcomes
• Advanced coaching and change management skills to lead transformation and capability uplift
• Effective communication and influencing skills across diverse stakeholder groups
• Experience using customer insights to drive performance and continuous improvement
• Ability to manage budgets and contribute to strategic planning

If this opportunity sounds like the challenge, you have been looking for, please apply online today. For further information regarding this position, please contact luke.morandini@suncorp.com.au 

 Consumer_CS_Shannons_Contact Centre Manager PD.docx

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Advertised: 23 Sep 2025 AUS Eastern Standard Time
Applications close: 03 Oct 2025 AUS Eastern Standard Time