Sales & Service Team Lead - Pet Insurance

PD Insurance Ltd; Auckland; Hybrid; NZD 70,000 - 90,000; Full time

Job summary

PD Insurance Ltd is seeking a Sales and Service Team Leader for its Pet Insurance line in Auckland. You will lead an 8-person team in a small, autonomous unit, coaching staff to exceed sales, CX/NPS, and retention goals while fostering a caring culture.

As a digital-first business, you’ll explore AI and tools to reduce busywork and improve outcomes, reporting to Head of Operations and collaborating with Marketing, Product, Pricing and Underwriting as needed.

Qualifications

• A few years' experience in sales and service, ideally in financial services or insurance.
• Proven track record of helping a team hit and beat targets.
• Strong coaching, mentoring or leadership capability.
• Sharp analytical and problem-solving skills.
• Comfort with digital tools, and curiosity about how AI can help teams work smarter.
• Humility, resilience and intrinsic drive.

Responsibilities

• Coach and develop consultants to hit sales, call quality, CX/NPS and retention targets.
• Listen in on calls and conduct regular coaching conversations.
• Build a performance culture grounded in genuine care for your people.
• Champion a culture of focus and discipline for an exceptional customer experience.
• Handle escalated complaints professionally when needed.
• Identify ways to lift productivity and simplify processes with digital tools and AI.
• Keep Heads of Operations and other teams updated on performance and customer feedback.
• Engage with customers when needed to meet service excellence.

Job description

PD Insurance Ltd is seeking a Sales and Service Team Leader for its Pet Insurance line in Auckland. You will lead an 8-person team in a small, autonomous unit, coaching staff to exceed sales, CX/NPS, and retention goals while fostering a caring culture.

As a digital-first business, you’ll explore AI and tools to reduce busywork and improve outcomes, reporting to Head of Operations and collaborating with Marketing, Product, Pricing and Underwriting as needed.