Team Leader – Desktop Home Assessing

Auto & General Australia; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Extra leave

Parental leave

Workplace giving

Development programs

Employee discounts

Recognition programs

Onsite facilities

Social events

Job summary

Auto & General Australia is seeking a proactive Team Leader to guide the Desktop Home Assessing team in Sunshine. You will lead virtual assessments, validate scopes, and manage claims end-to-end, influencing processes and outcomes across the Home Claims value chain.

You will coach and develop staff, monitor KPIs, and build strong stakeholder relationships while navigating a fast-paced environment and a focus on operational excellence.

Qualifications

• Leadership experience with coaching and developing teams in a fast-paced environment.
• Minimum 2 years' experience in home assessing or the building industry.
• Experience with estimating is highly regarded.
• Strong communication, stakeholder negotiation, and reporting skills.
• Ability to use operational data to drive improvements.

Responsibilities

• Lead, coach, and develop the Desktop Home Assessing team to deliver high-quality virtual assessments and cost validation.
• Set expectations, evaluate performance, and support team growth and career goals.
• Manage people in line with policies and safety frameworks; handle escalated claims.
• Coach team on scoping accuracy, cost validation, and process improvements across the Home Claims value chain.
• Track KPIs, report performance, and provide insights for strategic improvements.
• Build and maintain effective relationships with internal and external stakeholders.

Skills

People leadership

Home assessing

Estimating (experience)

Change agility

Organisational skills

Written & verbal communication

Stakeholder negotiation

Operational reporting

Education

Experience in home assessing or building industry

Job description

Brief Description

About the role

Lead. Coach. Elevate.

We're looking for a driven and motivated Team Leader to guide our Desktop Home Assessing Team based at our Sunshine office. You'll be at the forefront of how we assess and manage home claims, overseeing a team of Desktop Home Assessors as they deliver accurate virtual assessments, validate scopes of works, and manage claims end-to-end.

What You'll Be Doing

Leading & Developing Your Team

• Inspire, coach, and develop your team to consistently deliver high-quality virtual assessments and cost validation
• Set clear expectations, evaluate performance regularly, and work collaboratively with team members to help them grow and achieve their career goals
• Manage people in line with company policies, employment legislation, and our Safety, Wellness, and Performance frameworks
• Handle escalated claims and complex matters with confidence and expertise

Driving Continuous Improvement

• Coach team members across scoping accuracy, cost validation, compliance, project coordination, and virtual assessing techniques
• Identify opportunities to improve processes across the Home Claims value chain
• Contribute to the ongoing refinement of our Home Claims Operating Model using operational reporting and analytical insights

Controlling Costs & Delivering Results

• Implement and refine cost control strategies to deliver against plan
• Track, monitor, and report on KPIs to ensure productivity and quality remain on target
• Provide on-the-ground insights to support strategic and operational improvements

Building Strong Relationships

• Cultivate and maintain effective relationships with a wide range of internal and external stakeholders
• Provide constructive, solutions-focused feedback to support continuous improvement across the business

What You'll Bring

• Strong people leadership experience with a proven track record of managing professionals and delivering business results
• Minimum 2 years' experience in home assessing or the building industry
• Previous estimating experience (highly regarded)
• Strong change agility — you're comfortable navigating a fast-paced, evolving environment
• Exceptional organisational and time management skills
• Outstanding written and verbal communication skills, including report writing and stakeholder negotiation
• Experience building effective relationships with multiple stakeholders
• Operational reporting literacy — you can read the numbers and turn insights into action
• Insurance industry experience is a bonus, but not essential

Our perks

• 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.
• Paid parental leave - We support our new parents with paid parental leave and other benefits.
• Workplace giving - 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 discounts - 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.

About Us

At Auto & General (A&G), we provide smarter products and solutions to safeguard our customers in their time of need. Our range of general insurance products protect customers 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.