You will lead through experienced Team Leaders, overseeing a large frontline workforce handling home claims from first notification through to resolution. The role suits a confident, floor-led people leader who thrives in pace, complexity and change, and who knows how to balance care for people, customers and performance.
What You'll Be Responsible For
- Leading and developing multiple frontline Team Leaders and their claims consultants
- Owning day-to-day operational performance across a high-volume rapid claims portfolio
- Creating energy, engagement and accountability across the contact-centre floor
- Embedding consistent ways of working, coaching rhythms and performance discipline
- Supporting capability uplift in a fast-growth, evolving environment
- Managing change, tenure variability and operational pressure with confidence and calm
- Translating business priorities into clear, practical expectations for frontline teams
- Championing customer experience while maintaining commercial and quality outcomes
- Proven experience leading frontline teams in claims, contact centre or customer operations
- Demonstrated success leading through leaders in fast-paced environments
- Strong coaching mindset with the ability to uplift emerging leaders
- High emotional intelligence and a visible, authentic leadership style
- Commercial awareness and comfort working with performance metrics and targets
- Systems thinking and problem-solving capability
- Resilience, adaptability and confidence operating in ambiguity and change
- Insurance experience is advantageous but not essential- leadership capability is key
- Leading a customer experience at one of the most critical customer moments
- Make a tangible impact on customer outcomes and team engagement
- Join a business investing heavily in leadership, growth and capability
- Clear career runway into broader operational or senior leadership roles
- Competitive remuneration and a strong employee benefits offering
Client Perks Extra leave - Enjoy additional leave days on them! 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 - They support our new parents with paid parental leave and other benefits.
Workplace giving - If you're passionate about a cause, then they are too - we offer workplace giving and we'll dollar match your donations to registered charities.
Development opportunities - They are championing your development with internal programs and access to a wide range of online courses.
Employee discounts - You'll receive discounts on insurance products.
Reward and recognition - They reward high performance with employee recognition, reward and incentive schemes.
Employee Assistance Program - They care about their people and offer an Employee Assistance Program (EAP) which provides professional counselling for employees and their immediate families
Genuine Work/Life balance - They understand the importance of providing our Motor Assessors flexible working arrangements. An autonomous role where you can enjoy a genuine work/life balance.
Get social - Join their vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.
This is a role for a hands-on, people-first leader who enjoys being close to the action and who knows how to bring out the best in a fast pace service environment.
For a confidential discussion or to apply, please submit your details via the link provided or call Louisa on 0459 991 061 for a confidential chat. All applications will be handled with strict confidentiality.
Hinchen Recruitment Group are a team of experienced industry recruiters who offer a highly informative honest process, where our genuine goal is to provide a quality and valued service. One that is respectful to all and is as transparent as possible. Confidentiality is assured with all applications, with your privacy our utmost priority.
Acknowledgement of Country: Hinchen Recruitment Group pay our respects to the Traditional Owners of country throughout Australia. We pay our respects to Elder's past and present and acknowledge the valuable contribution Aboriginal and Torres Strait Islander people make to Australian society.
