Complaints Team Leader | SA - Adelaide

Job reference number: ALL/ALL/1418298

When you work at Allianz, you're part of a strong global insurer, helping to protect over 3 million Australians. We value diverse thinking, so your ideas and innovative mindset will be warmly welcomed. You'll experience a friendly environment working with talented people, where you'll be included and have your capabilities recognised. And you'll be supported to reach your full potential and enjoy an enriching career.

 Allianz Australia, part of the global Allianz Group, is one of Australia's leading providers of insurance and risk management products and services. By joining Allianz, you are joining a company that offers a fast-paced, flexible and innovative work environment and a rewarding career.

People from all different backgrounds and experiences work together at Allianz. We embrace different ways of thinking which lead to innovative solutions and pride ourselves on winning Employer of Choice for Gender Equality and Australia's Large General Insurance Company of the Year on multiple occasions.

Our award-winning National Contact Centre is passionate about listening to our customers and in the spirit of that, we are  creating a brand new Complaints Resolution team to ensure we are managing customer complaints in the most efficient and  compliant way.

As such, we are now looking for an experienced, passionate Team Leader to manage and develop a team of Complaint Resolution officers. This role will initially be offered as a 12 month, fixed term contract with the possibility of it extending into a permanent role.

You will be responsible for leading, coaching and developing a team whose primary responsibility is to resolve customer concerns in a timely, accurate and compliant manner.  You will also support the team to prepare Notices of Responses to AFCA and ensure we adhere to regulatory expectations, codes and guidelines whilst maintaining and monitoring the organisations' Complaint Management Systems

Our Contact Centre operates across 3 sites with over 400FTE, and it's your team that is responsible for maximising efficient and quality service to customers through the daily management of complaints and disputes.

You will be responsible for ensuring strategic goals are met through team KPI achievement, effective communication and a passion for coaching and developing your people.

What we're looking for:

  • Minimum of 2 years' experience managing a team
  • Complaint and Dispute management experience highly desired,
  • Ability to operate and adapt in a fast-paced, results driven, deadline-oriented work environment
  • Proven experience building, coaching and developing a high performance culture.
  • Demonstrated resilience, complex problem solving and ability to manage stakeholders expectations
  • Thrives in environments of change and is self-motivated to develop themselves.
  • Exceptional written & verbal communication skills including report analysis and interpretation and present performance to key stakeholders including management team.

This is not your regular 9-5 position. The initial 6 months will require considerable input as the Contact Centre is undergoing a significant period of transformation.  If you are a professional looking for a chance to broaden your experience and effect positive change on a far-reaching scale - This is the opportunity for you and an exciting time to come on board and make your mark at Allianz.

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