We're looking for a dynamic and people-focused leader to join our Customer Support team. In this role, you'll lead and inspire a team of 10–12 agents, driving performance, fostering engagement, and delivering outstanding customer experiences.
Our Customer Support department works directly with customers via phone and written communication, assisting with post‐sales policy servicing across Life Insurance products. This includes updating policy details, managing payment options, arranging third party authorities and handling a range of customer enquiries.
You will lead and inspire a team of Customer Support Agents on a day‐to‐day basis, ensuring performance expectations are met through strong coaching, mentoring and structured leadership. You will build a high‐performance, customer‐centric culture while ensuring compliance with company guidelines and regulatory standards.
What are we looking for?
* A proven people leader with 2+ years' experience managing and coaching teams
* Strong experience in a call centre or customer service environment
* Demonstrated ability to analyse performance data and drive improvement
* A confident coach who can develop individuals and lift team capability
* Experience managing KPIs, service levels and quality standards
* Strong understanding of compliance‐driven environments
* Excellent communication and conflict resolution skills
* A high‐energy, proactive leader who thrives in fast‐paced settings
You will:
* Lead daily team direction and maintain strong floor presence
* Coach and develop your team in a collaborative environment
* Drive individual and team KPIs aligned to business objectives
* Conduct call monitoring and provide structured coaching feedback
* Manage service levels and call queues to meet performance targets
* Implement incentive programs and performance improvement plans
Our Promise to Our People
We are passionate about our core values of Customer First, We Care, One Team, and Results Driven, which guide how we work and support our people. You can expect:
* Hybrid working arrangements (3 days in the office)
* Annual $1200 travel/parking allowance
* State‐of‐the‐art facilities including on‐site gym and subsidised café (weekly free lunch)
* Health and wellbeing initiatives and programs
* Professional development opportunities and learning support
* Quarterly award functions and an annual conference to celebrate our people
* Clear career pathways and growth opportunities
Who We Are
Greenstone distributes insurance products under trusted brands across Australia, New Zealand, and Canada, including Real Insurance, Australian Seniors, RSPCA Pet Insurance, Buddy, Choosi, and more.
Since launching into the financial services sector in 2007, Greenstone has experienced strong growth driven by credible brands, customer‐focused values, and a people‐first culture.
Location
Norwest Business Park, conveniently located near Norwest Metro Station, with direct bus access from Parramatta and Blacktown.
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