Customer Care Shift Lead

Cover-More Group; Uxbridge; Hybrid; AUD 48,000 - 61,000; Full time

Benefits offered by this job

Hybrid work model

Parental leave

Volunteer leave

Annual leave

Job summary

Zurich Cover-More is seeking a responsive Customer Care professional to support daily operations and coach a team across phone, email, chat and social channels. You will act as a key escalation point, ensuring compliant, timely outcomes for customer inquiries.

The role requires experience in customer service within regulated industries, strong communication, and the ability to analyze feedback data. A hybrid work model and competitive benefits are offered.

Qualifications

• Experience in a customer service, contact centre or customer operations environment, ideally within insurance, financial services or another regulated industry.
• Previous experience mentoring or coaching colleagues, either as a senior agent, SME or informal team lead.
• Strong understanding of customer service principles and delivering excellent customer outcomes.

Responsibilities

• Support the smooth running of the Customer Care operation across shift patterns and extended opening hours.
• Provide day-to-day coaching, guidance and support to Customer Care Executives to drive service excellence.
• Act as a first point of escalation for complex customer queries, complaints and referrals.
• Monitor real-time team performance and help ensure service levels and customer expectations are achieved.
• Conduct quality reviews and provide constructive feedback to improve customer outcomes.
• Support complaint handling and help resolve customer issues in line with company procedures and regulatory requirements.
• Identify service trends, operational risks and process improvement opportunities, escalating where appropriate.
• Use customer feedback, QA insights and performance data to support continuous improvement initiatives.

Skills

Customer service

Coaching

Multi-channel support

Escalation handling

Communication

Organization

Data analysis

Insurance knowledge

Tools

MS Office

Job description

Zurich Cover-More is seeking a responsive Customer Care professional to support daily operations and coach a team across phone, email, chat and social channels. You will act as a key escalation point, ensuring compliant, timely outcomes for customer inquiries.

The role requires experience in customer service within regulated industries, strong communication, and the ability to analyze feedback data. A hybrid work model and competitive benefits are offered.