High Care Team Leader

Auto & General; Sunshine Coast Regional; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Paid parental leave

Employee discount on Budget Direct

Perks App

Workplace giving program

Development opportunities

Job summary

Auto & General is seeking a Motor High Care Team Leader to lead a specialist team of Senior Consultants, managing a portfolio of vulnerable and high‑risk auto claims end to end to ensure risks are proactively managed and mitigated.

Based at Kawana on the Sunshine Coast, you will develop team capability, monitor productivity, coach to improve performance, and collaborate with internal and external stakeholders to deliver superior customer service amid regulatory changes.

Qualifications

• Proven experience leading a team of consultants or equivalent.
• Insurance experience, preferably in complex or vulnerable claims.
• Strong communication, presentation and performance management skills.

Responsibilities

• Develop team capability and build high‑performing teams with integrity.
• Monitor productivity and performance, provide feedback and coaching on vulnerability triggers.
• Deliver results through leadership, direction, and technical expertise.
• Maintain up-to-date knowledge of products and services to coach teams for superior customer service amid regulatory changes.
• Design and implement changes to end-to-end portfolio management.
• Monitor call/work volumes to meet service levels and explore automation opportunities.
• Provide technical guidance and act as escalation point on complex claims and complaints.
• Manage relationships with internal and external stakeholders and escalate high‑risk matters to senior management.
• Report risk and compliance concerns to management.
• Provide high level advice on escalated queries as part of daily operations.

Skills

Team leadership

Communication

Performance management

Insurance experience

Stakeholder engagement

Regulatory knowledge

Job description

Contact Name

Ashneel Kapoor

Contact Phone

0472 649 ***

Contact Email

**************@autogeneral.com.au

The role

As our new Motor High Care Team Leader, you will lead a specialist team of Senior Consultants to manage a portfolio of vulnerable & high-risk claims from end to end to ensure risks associated with these claims are proactively managed and mitigated.

Key Accountabilities

• Develop team capability to achieve goals & build high performance teams through a culture of high performance with high integrity.
• Monitor productivity & results, reviewing individual and team performance reports, identifying trends, and providing feedback and coaching, especially around customer vulnerability triggers and prompts
• Deliver results through effective leadership, direction, coaching and technical expertise
• Maintaining an up-to-date knowledge of products and services to coach and develop the teams to provide superior customer service, particularly across regulatory and industry changes.
• Design and implement changes and enhancements to end to end portfolio management
• Monitor and manage incoming work volumes ensuring service levels are achieved, continuing to refine our opportunities for automation through the use of technology
• Provide technical guidance and act as an escalation point on complex claims and complaints
• Manage relationships with internal and external stakeholders, including collaboration with High Level Management around High risk matters such as CEO or Media complaints.
• Report and escape risk and compliance related concerns, issues, and failures to management
• Provide high level advice on queries for escalated calls, correspondence, and complaints as part of the day to day running of the team

What experience you’ll bring

• Previous team leader or equivalent experience desirable, including strong communication, presentation & performance management skills
• Insurance experience preferable, particularly across complex claim scenarios and vulnerable customers
• Strong ability to coach, motivate and influence team members in a fast-paced environment and the ability manage competing priorities
• Relevant experience in dispute resolution for escalated matters and the ability to provide ‘out of the box’ solutions to complex claims.
• Excellent stakeholder engagement skills required with the ability to communicate to all tiers of the organisation.
• Demonstrated knowledge of General Insurance Code of Practice and other regulatory requirements.

Location – Kawana

This role is based at our Kawana office. Housed on the sunny coast and close to local retail, restaurants and other amenities, we enjoy views across Kawana Lake and we’re only five minutes from the closest beach. If you love the water and coastal life, this is the perfect place for you.

Options for extra leave

Enjoy additional leave days on us! You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year and benefit from flexible work arrangements

Paid parental leave

We support our new parents with paid parental leave and other benefits.

Award Winning Workplace Giving Program

If you’re passionate about a cause, then we are too – we offer workplace giving and we’ll dollar match your donations to registered charities.

Development opportunities

We’re championing your development with internal programs and access to a wide range of online courses.

Employee discount

You’ll receive discounts on Budget Direct insurance products.

Reward and recognition

We reward high performance with employee recognition, reward and incentive schemes.

Onsite facilities

There’s excellent end-of-trip facilities on offer and private spaces for nursing mothers.

Get social

Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.

Perks App

Access to an employee benefits and discounts app called ‘Perks’ offering your great discounts, offers and programs across a range of areas.

About us

Auto & General (A&G) is the fastest growing major Motor and Home insurer in Australia. We provide insurance products and solutions to safeguard a brighter future for our customers, delivered through our multi award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas and Virgin Money.

Our range of general insurance products protect customer’s most valued possessions on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet and Travel Insurance products as well as Roadside Assistance.

Our culture of ‘high performance with high integrity’ underpins our values and the way we interact with our customers, the community and each other. We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer!

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.