Contact Centre Deputy (2IC)

Petcover; Melbourne; On-site; AUD 70,000 - 95,000; Full time

Job summary

Petcover is seeking a proactive Contact Centre Team Leader to support Sales, Customer Service, and Policy Administration teams in Melbourne. You will coach, monitor performance, and ensure accurate processing to deliver exceptional customer experiences.

You will lead daily operations, manage workflows, provide training, and act as the escalation point for complex issues while collaborating with underwriting, operations and marketing to drive improvements.

Qualifications

• Proven leadership and coaching across Sales, Service and Policy areas.
• Strong focus on customer experience and service quality.
• Detail-oriented with accurate processing and documentation.

Responsibilities

• Lead daily coaching across Sales, Customer Service and Policy Administration to meet targets.
• Monitor performance and implement action plans to improve conversion, service levels and productivity.
• Manage daily workflows: inquiries, leads, renewals, amendments and policy processing.
• Coach team members on product knowledge, sales capability, service skills and policy accuracy.
• Be first escalation point for complex customer queries, policy issues and complaints.
• Perform quality checks on policy documentation, CRM entries and interactions for compliance.
• Support onboarding and development of new and existing team members.
• Analyze sales activity and policy workflows to identify improvement opportunities.
• Ensure accurate use of CRM and policy systems with high documentation standards.
• Provide phone-based support to maintain service levels and best practices.
• Collaborate with underwriting, operations and marketing to resolve issues and improve processes.
• Communicate product, policy and procedure updates to the team.
• Prepare reports for management and contribute to ad hoc duties.

Skills

Leadership

Coaching

Customer focus

Attention to detail

Organization

CRM proficiency

Relationship building

Problem solving

Change readiness

Verbal & written communication

Tools

CRM software

Job description

To support the Contact Centre Team Leader in the day-to-day running of the Sales, Customer Service, and Policy Administration teams. The role helps maintain strong performance, accurate processing, and excellent customer experiences, while providing operational cover and escalation support.

Key responsibilities

Support daily leadership and coaching across Sales, Customer Service, and Policy Administration to meet targets for service, sales, and processing accuracy.

Monitor team performance and assist with action plans to improve conversion, service levels, quality, and productivity.

Allocate and manage daily workflows, including enquiries, leads, renewals, amendments, and policy processing tasks.

Provide coaching and training to build product knowledge, sales capability, service skills, and policy accuracy.

Act as the first escalation point for complex customer queries, policy issues, complaints, and system challenges.

Conduct quality checks on policy documentation, CRM entries, and customer interactions to ensure compliance.

Assist with onboarding and development of new and existing team members.

Support analysis of sales activity and policy workflows, identifying opportunities for improvement.

Ensure accurate use of CRM and policy systems, maintaining high standards of documentation.

Provide phone‑based support when required, helping maintain service levels and modelling best practice.

Work with internal teams such as underwriting, operations, and marketing to resolve issues and improve processes.

Communicate updates on products, policies, and procedures to the team.

Prepare reports and updates for management as needed.

Support adherence to company policies and procedures across the team.

Participate in projects, audits, and ad hoc duties as directed.

Provide operational support and occasional cover for the Contact Centre Team Leader, including assisting with team coordination, escalations and day-to-day operational decisions when required.

About you

Strong leadership and coaching skills across both sales and policy administration functions

Customer-focused mindset with excellent communication skills

High attention to detail and commitment to accuracy

Strong organisational and time-management abilities

Proficiency with CRM and policy systems, with the ability to interpret performance data

Ability to build strong relationships and support the team during high-pressure situations

Proactive problem-solving skills with a solution-focused approach

Adaptability and willingness to support change

Strong verbal and written communication skills

Ability to coach team members in objection handling, customer engagement, and accurate policy processing