Customer Care Leader: Scale a Growing Insurance Team

Neilson; Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

Neilson Financial Services is seeking a Customer Service Team Leader in Sydney to lead a team of Customer Care agents, delivering outstanding outcomes in line with our service standards and insurer expectations. Reporting to the Head of Customer Care, you will coach, performance manage, and develop processes while ensuring compliance, accuracy, and a customer‑centric culture in a fast‑growing business.

This role offers scope to shape team culture, drive KPIs, and progress into senior leadership

Qualifications

• Proven track record of leading teams to hit KPIs and deliver great customer service.
• Strong coaching and people development skills.
• Experience in regulated call centre environments with compliance focus.
• Excellent written and verbal communication skills.
• Ability to analyse reporting metrics and drive improvements.

Responsibilities

• Lead team performance through regular 121s, coaching and improvement plans, with feedback properly documented.
• Build deep product, systems and process knowledge across your team.
• Hold direct reports accountable to their KPIs.
• Partner with Learning and Development on inductions and ongoing training.
• Track and analyse daily results, spotting trends and opportunities to improve.
• Report weekly and monthly performance to the Head of Customer Care.
• Champion change and continuously challenge the status quo.
• Communicate with clarity and transparency to motivate and inspire your team.
• Keep the team operating within a compliant, risk-aware framework.
• Foster an engaged, inclusive culture aligned to our values: Customer Focused, Results Driven, Team Spirited.
• Run weekly call calibrations, coaching sessions and quality checks.
• Resolve escalated complaints in line with our complaints process.

Skills

Team leadership

Coaching

Customer service

KPIs tracking

Regulated call centre

Communication

MS Office

Tools

Microsoft Office

Job description

Neilson Financial Services is seeking a Customer Service Team Leader in Sydney to lead a team of Customer Care agents, delivering outstanding outcomes in line with our service standards and insurer expectations. Reporting to the Head of Customer Care, you will coach, performance manage, and develop processes while ensuring compliance, accuracy, and a customer‑centric culture in a fast‑growing business.

This role offers scope to shape team culture, drive KPIs, and progress into senior leadership