About the Employer Troocoo is currently recruiting on behalf of our client who are a rapidly growing general insurer with a strong presence in the Australian market, offering a wide range of Motor, Home, Contents, Pet and Travel products through an award-winning brand portfolio and strategic partnerships with major national organisations. They are passionate about creating great outcomes for their customers and are seeking motivated professionals who can contribute to their vision of being a leader in the insurance sector. Position Overview As a Team Leader in a Home Claims Call Centre, you will lead and coach a team of claims consultants to deliver high-quality, customer-focused claims outcomes. You’ll drive performance against service and quality KPIs, support your team through coaching and feedback and manage escalations and complex customer interactions. This role plays a key part in ensuring claims are handled accurately, efficiently, and in line with policy and compliance requirements, while fostering a positive, high-performing team culture during what can be a challenging time for customers. Key Responsibilities Lead and support a team of Home Claims Consultants to achieve service, quality and cost targets. Set daily priorities and manage team workloads to ensure claims are allocated and progressed appropriately. Review and authorise complex or higher value claims, ensuring decisions are accurate, compliant and commercially sound. Provide ongoing coaching, feedback and technical guidance to build capability and improve individual performance. Monitor key performance indicators including claim costs, turnaround times, quality results and customer outcomes. Identify performance gaps or risks early and implement appropriate action plans. Manage escalated or sensitive claims matters and support fair, timely customer resolutions. Contribute to process, system and workflow improvements to enhance efficiency and performance. Support recruitment, onboarding and development of new team members. Maintain strong working relationships with internal stakeholders and external partners to ensure effective end-to-end claims management. What you’ll bring Proven experience as a Team Leader (or equivalent senior role) within a claims, call centre, or customer service environment, with a strong track record of coaching and developing team capability Demonstrated ability to lead, motivate, and performance-manage a team, including conducting regular coaching sessions, performance reviews, and supporting staffing and recruitment activities Strong capability in workload planning, prioritisation, and portfolio allocation to ensure service levels and productivity targets are met Sound technical knowledge of insurance products, claims processes, systems, and compliance requirements, with the confidence to support complex or escalated matters Excellent stakeholder management skills, with the ability to build effective working relationships across internal teams and external partners Well-developed problem-solving and conflict management skills, with clear, professional communication and sound decision-making abilities A strong customer-centric mindset, focused on delivering fair, timely, and positive customer outcomes High attention to detail, strong time management skills, and the ability to balance competing priorities while contributing to continuous improvement initiatives Why Join This Organisation This employer offers a range of benefits including: Monthly bonuses and incentives Paid well-being days, parental leave and the ability to purchase leave. Wellbeing support, including mental-health resources and fitness discounts. Regular social and company-wide events Retail and product discounts. Onsite parking available