Contact Centre Team Lead

Petcover; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Petcover, a global leader in pet insurance with offices across Australia, seeks a Contact Centre Team Leader to guide a Sales & Customer Service team, coaching for skills, targets and outstanding experiences. You will monitor KPIs, deliver regular coaching, manage workflows, assign tasks, and help new starters through onboarding and development, balancing sales with exceptional customer service.

If you excel at performance coaching, data analysis and motivating teams under pressure, this role

Qualifications

• Sales and customer service expertise.
• Ability to coach others in effective techniques.
• Strong communication and problem-solving skills.

Responsibilities

• Lead, motivate and inspire a team to achieve sales and service targets.
• Deliver regular coaching and training to strengthen product knowledge and service quality.
• Monitor KPIs, identify performance gaps and implement action plans.
• Analyse sales pipelines, campaign results and customer quote activity.
• Ensure accurate documentation of all customer interactions and policy details.
• Allocate inbound/outbound tasks to handle enquiries and warm leads.
• Review complex queries and guide on product features, pricing, coverage and eligibility.
• Balance sales performance with exceptional customer experience to meet service levels.
• Share insights with management to improve processes and journeys.
• Support onboarding and ongoing development for new starters.
• Foster a positive, accountable team environment.
• Step in on calls when needed to maintain service levels.

Skills

Sales

Customer service

Coaching

Performance data

Job description

Petcover is a global leader in the pet insurance industry with offices across Australia, New Zealand, the UK and EU.

As a Contact Centre Team Leader, you’ll guide a team of Sales & Customer Service Representatives, helping them grow their skills, hit their goals and deliver outstanding customer experiences. You’ll be the go‑to expert for coaching, performance improvement, workflow management and day‑to‑day operational leadership.

Responsibilities:

Lead, motivate and inspire a team to achieve individual and collective sales and service targets.

Deliver regular coaching, side‑by‑side support and training to strengthen product knowledge, sales capability and service quality.

Monitor KPIs, identify performance gaps and implement action plans to boost conversion, upsell activity and productivity.

Analyse sales pipelines, campaign results and customer quote activity to uncover growth opportunities.

Ensure accurate, consistent documentation of all customer interactions and policy details.

Allocate inbound and outbound tasks, ensuring efficient handling of enquiries, warm leads and incomplete applications.

Review complex queries and provide guidance on product features, pricing, coverage and eligibility.

Balance sales performance with exceptional customer experience to meet service level expectations.

Share insights with management and partner teams to improve processes and customer journeys.

Support new starters with structured onboarding and ongoing development.

Foster a positive, accountable and commercially focused team environment.

Step in on calls when needed to maintain service levels and model best‑practice behaviours.

Requirements

Sales & customer service expertisewith the ability to coach others in effective techniques.

Customer-centric mindset and the ability to guide teams in delivering tailored solutions.

Exceptional communication skills:clear, confident and influential with customers and colleagues.

Comfortable analysing performance data and ensuring accurate documentation.

Able to motivate, support and challenge team members constructively.

Calm under pressure with strong problem‑solving ability.

Advanced objection handling skills and the capability to coach others to turn challenges into opportunities.