Team Leader Pet Insurance

Auto & General; Sunshine Coast Regional; Presencial; AUD 90.000 - 130.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Extra leave

Parental leave

Workplace giving

Development programs

Employee discounts

Recognition programs

End-of-trip facilities

Social events

Budget Direct discounts

Descripción de la vacante

Auto & General is seeking a Sales Team Leader – Pet Insurance to lead a high-performing team in Kawana. You will coach and develop Sales Consultants in a target-driven contact centre, focusing on compliant, customer-first conversations and strong conversion.

You will drive performance through data analysis, manage coaching cycles, onboarding, and continuous improvement, while ensuring governance and regulatory standards across ASIC/APRA guidelines and our Code of Practice.

Formación

• Proven leadership experience in contact centre or financial services sales.
• Experience managing KPIs and driving revenue through coaching.
• Sound knowledge of insurance products and regulatory/compliance environment.
• Strong interpersonal and communication skills.
• Analytical thinker with ability to adapt to changing priorities.

Responsabilidades

• Lead, inspire and develop a high-performing sales team within a target-driven contact centre.
• Conduct regular coaching, 1-on-1s, side-by-side coaching and performance reviews.
• Oversee onboarding, training and early-tenure performance of new team members.
• Manage and monitor team performance against key metrics.
• Analyse performance data and implement coaching opportunities and improvements.
• Champion customer-focused sales conversations and ensure compliance with standards.
• Act as escalation point for complex inquiries and complaints within regulatory SLAs.
• Ensure governance, risk, and regulatory adherence across the team.

Conocimientos

Leadership

Sales performance

Insurance know-how

Communication

Problem solving

Descripción del empleo

The Role:
As our Sales Team Leader – Pet Insurance, you will lead, inspire, and develop a team of high-performing Sales Consultants within a fast-paced, target-driven contact centre environment.
In this role, you will champion a winning sales culture focused on customer excellence, high conversion and strict compliance. Combining strong commercial acumen with empathetic people leadership, you will coach your team daily, leverage data to drive performance and ensure every pet parent receives an outstanding customer experience.

• Lead & Inspire: Cultivate an engaging, inclusive, and high-energy sales environment that celebrates team wins.
• Coaching & Talent Development: Conduct regular 1-on-1s, side-by-side coaching, call listening sessions and performance reviews to continuously upskill consultants and build bench strength.
• Onboarding & Training: Partner with other members of the leadership team to oversee the seamless onboarding, technical training and early-tenure performance of new team members.

Sales Performance & Operational Delivery

• Drive Business Outcomes: Manage and monitor team performance against key operational metrics.
• Data-Driven Optimisation: Analyse daily, weekly and monthly performance trends to identify coaching opportunities and implement operational improvements.

Customer Excellence & Escalation Management

• Customer Focus: Champion positive customer outcomes, ensuring all sales conversations adhere to fair, transparent and high-quality customer service standards.
• Complex Issue Resolution: Act as an escalation point for complex sales inquiries or escalated customer complaints, resolving issues swiftly, professionally and within regulatory SLAs.

Governance, Compliance & Risk Management

• Regulatory Adherence: Ensure the team operates in full compliance with General Insurance industry regulations (including ASIC/APRA standards, General Insurance Code of Practice, and internal policies).
• Risk Identification: Proactively identify and report operational, compliance, or conduct risks, ensuring robust internal controls and process adherence across the sales floor.

Knowledge, Skills & Experience:

• Proven Leadership Experience: Demonstrated track record leading, motivating and developing high-performing teams, ideally within an inbound/outbound contact centre or financial services sales environment.
• Sales & Performance Acumen: Experience managing KPIs, using performance data to diagnose gaps and applying coaching frameworks that drive conversion and revenue.
• Insurance / Financial Services Acumen: Sound knowledge of insurance products, sales processes and the associated regulatory/compliance environment (or transferable experience in another regulated sector).
• Communication & Influencing: Outstanding interpersonal, verbal and written communication skills with the ability to build rapport, influence stakeholders, and resolve conflict effectively.
• Problem-Solving & Judgment: Strong analytical thinking, sound judgment and the agility to adapt to changing priorities in a fast-paced setting.
• Location – This role will be based in Kawana.
• 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 have access to 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.
• Save money - We’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia

About us:

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas and Coles Insurance.

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.