Customer Service Team Leader

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

Sydney, Australia | Full-Time, Permanent

Customer Service Team Leader

Neilson Financial Services is a global life insurance distributor operating across the UK, Canada, Australia and New Zealand. With over 1,000 employees and more than 650,000 policies issued, we help families secure financial protection for their loved ones through locally based contact centres.

Since launching in the UK in 2012 and expanding into Canada in 2021, we entered the Australian and New Zealand markets in late 2024. In that time, Neilson ANZ has launched six brands across the funeral and life insurance markets and become the country's third largest direct distributor of life insurance. Now we're looking for a Customer Care Manager to help us keep raising the bar.

About the role

Reporting to the Head of Customer Care, you'll lead and inspire a team of Customer Care agents to deliver outstanding outcomes every day, in line with our service standards, regulatory obligations and insurer expectations. This role blends operational leadership with a genuine focus on people, customer advocacy and compliance.

It's a great fit for an experienced people leader from a contact centre or customer operations background who thrives on developing others, improving processes and delivering measurable results in a fast-paced, scaling business.

What you'll do

• 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

What you'll bring

• A track record of leading teams to hit KPIs and deliver great customer service

• Strong coaching and people development skills

• Solid understanding of operations in a regulated call centre environment (scripting, compliance, process)

• Hands-on leadership style and the ability to get into the detail

• Excellent written and verbal communication skills

• Confidence analysing reporting metrics and driving results against KPIs

• A solution-focused mindset for day-to-day challenges

• Life insurance industry experience is a plus, but not essential

• Intermediate to advanced Microsoft Office skills

What we offer

• A people leadership role in a fast-growing, globally backed life insurance business

• The chance to shape team culture and capability as our ANZ Customer Care function scales

• Ongoing professional development and a clear path to senior leadership

• A values-driven culture with direct access to senior management

Accessibility For Job Applicants

We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or selection process, please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation.

Equal Opportunity Employer

Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture.