Senior Customer Care Leader – Scale & Coach Team

Neilson Financial Services Limited; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Neilson Financial Services is seeking a Customer Service Team Leader in Sydney to guide a growing ANZ Customer Care function. You’ll lead a team of care agents, drive performance, oversee coaching and compliance, and partner with L&D to deliver excellent customer outcomes in a fast-growing life-insurance business.

The role blends operational leadership with a focus on people development, process improvements, and measurable results, reporting to the Head of Customer Care.

Qualifications

• Track record 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 (scripting, compliance, process).
• Hands-on leadership style with attention to detail.
• Excellent written and verbal communication skills.
• Confidence analysing reporting metrics and driving results against KPIs.
• Solution-focused mindset for day-to-day challenges.
• Life insurance industry experience is a plus.
• Intermediate to advanced Microsoft Office skills.

Responsibilities

• Lead team performance through regular 121s, coaching and improvement plans.
• 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

Regulated call centre

Hands-on leadership

Communication

Analytics & KPIs

Solution-focused

Life insurance (advantage)

MS Office

Tools

MS Office

Job description

Neilson Financial Services is seeking a Customer Service Team Leader in Sydney to guide a growing ANZ Customer Care function. You’ll lead a team of care agents, drive performance, oversee coaching and compliance, and partner with L&D to deliver excellent customer outcomes in a fast-growing life-insurance business.

The role blends operational leadership with a focus on people development, process improvements, and measurable results, reporting to the Head of Customer Care.