Team Leader – Working Loss Team

Internal Opportunity: Team Leader – Working Loss Team

Location: Melbourne
Function: Consumer Insurance – Home Claims Customers
Pay Band: Fixed Salary 4

Are you ready to lead a high-performing team and make a real impact in the lives of our customers? We’re looking for a passionate and driven Team Leader to join our Working Loss Team in Melbourne.

About the Role

As a Team Leader, you’ll be responsible for creating a positive and productive environment for our Claims Managers. You’ll coach and develop your team to deliver brilliant service, support continuous improvement, and ensure peace of mind for our customers throughout the claims process.

You’ll play a key role in driving performance, fostering a strong team culture, and ensuring operational excellence in a case-managed environment.

Key Responsibilities

• Lead, coach and motivate your team to deliver exceptional customer service.
• Drive team performance across key metrics including claim cost control, complaint management, and stakeholder engagement.
• Monitor and manage team culture through regular feedback and engagement.
• Ensure team members have active development plans aligned with business needs.
• Manage day-to-day operations and workload allocation.
• Support resolution of customer escalations and complaints.
• Ensure compliance with internal policies and external regulations.
• Collaborate with internal and external stakeholders to improve the claims experience.
• Support major event response and contribute to project work as needed.

What You’ll Bring

• Minimum 2 years’ experience in leading customer service teams (mandatory).
• Claims process knowledge (desired).
• Strong leadership, coaching and mentoring capabilities.
• Excellent communication, conflict resolution and stakeholder management skills.
• A proactive mindset with strong problem-solving and time management abilities.
• Knowledge of general insurance products and relevant legislation.

Apply now

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Advertised: 16 Sep 2025 AUS Eastern Standard Time
Applications close: 23 Sep 2025 AUS Eastern Standard Time