Call Centre Team Leader

Team Leader

  • Great Salary and benefits discounted travel insurance, wellbeing initiatives and flexible work arrangements to name a few!
  • Leading Financial Services Technology Company
  • Dynamic and modern office, centrally located near Town Hall Station & Pitt St Shops

Join 1Cover

The 1Cover Group is home to some of biggest and most trusted names in travel insurance, including the market leader. Our talented team, entrepreneurial spirit and a focus on providing legendary customer service has seen us grow at a rapid pace. We now have over 1.5 million customers in Australia and New Zealand, and in 2019, for the second consecutive year, we were named Travel Insurer of the Year by independent review company

Our business is built on strong ethical values, growing the right way with a human touch, creativity, technology and a team of fantastic people at is core. The Travel Claims Centre is core to our business, and we are looking for a Team Leader to join our Sydney based team.

The Team Leader provides day-to-day leadership, direction, support and development to the high performing Sales and Customer Service teams and creates a positive team culture. The Team Leader executes on a strategy for the teams to deliver strong performance whilst providing an exceptional level of service to prospective and existing customers, assisting them in understanding our products. 

The Role

Key responsibilities include but are not limited to:

  • Drive the Sales and Customer Service team to exceed customer service levels, sales targets and key performance indicators (KPIs) in line with quality assurance targets, and setting a standard for the team
  • Monitor daily call volumes and call abandonment rate and assist the teams on the phone when required
  • Create a culture of excellent customer experience through training, process improvement and monitoring the production of daily calls ensuring there is high quality and experience for customers
  • Manage the recruitment and onboarding process for new team members and train new staff on procedures and product
  • Motivate the team on daily basis, celebrating successes and acknowledging extra efforts from the team
  • Review staff performance, determine training needs, schedule training sessions and provide training on procedures and products. Create a team of product, sales and customer service experts

The Ideal Candidate

To be successful in this role you will have:

  • At least 3 years experience in a senior customer service or relationship manager role
  • Excellent verbal and written communication skills and the ability to communicate with a variety of people
  • Strong sales track record and proven ability coaching for sales skills
  • Proven ability coaching for customer service skills and setting a culture of consistent and high-quality customer service
  • Strong leadership skills and the ability to demonstrate emotional intelligence
  • Self-Motivated, proactive working style to resolve problems, deliver above and beyond, and work autonomously
  • Innovative and a commitment to continuous improvement
  • A commitment to growth and professional development

Employee Experience at 1Cover

We're not about red tape or politics, and understand that a happy, healthy workplace and culture leads to productivity. We work hard, but also have fun and provide the opportunity for team members to get involved in social and sports events. Watch our employee value proposition video to get a feel for life at 1Cover!

10/03/2020 $0 CBD, Inner West & Eastern Suburbs 1 Call Centre & Customer Service
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