MAYDAY Recruitment is looking for an Assistance Team Leader for a global Travel Insurance organisation in Brisbane CBD.

The Travel Assistance Team Leader is responsible for the daily operational activities related to management of a 24/7 Travel Assistance Customer Service Team.

What's in it for you?

• Work for a leading global Travel insurance company, that is an exciting period of growth.
• $110,000 plus super & bonus
• Modern offices in Brisbane CBD
• Rotating roster - Day & Night shift, or On Call requirement
• Work for a company with a fantastic company with a great company culture, who really cares about their employees.

You will be responsible for:

• Oversee daily Assistance servicing activities to ensure cases are appropriately managed and prioritized.
• Allocation of case work with consideration of team capabilities
• Supporting all case prioritisation and coordination activities of the team, with the objective to ensure customers receive the timely and appropriate treatment, at an acceptable standard of care place.
• Maintain compliance with Service Level Agreements for all case activities and actions.
• Pre-empt and take ownership of direction on escalated issues and complaints in accordance with procedures, initiate service recovery directions and monitor.
• Oversee case direction on complex and high priority cases throughout the scheduled shift
• Review and revise team scheduling requirements to deliver high quality assistance. Factor forecasting volumes into leave requests and approvals.
• Support the Assistance Manager on reporting requirements of Assistance.
• by sharing insights on people performance measures to help inform the business and operational direction.
• Contribute to collaborative engagements with Operational departments including working hand in hand with the Malaysian Team and Leadership to ensure continuity, alignment and quality of service delivery.
• Lead daily, weekly and monthly operating rhythms including daily handovers, quality and governance forums, Team engagement rhythms.
• Engagement with Network team as required to gain intelligence or support to ensure delivery of care or timely movement of a customer.

The Ideal candidate will have:

• 2-4 years leadership experience, in an Emergency Assistance environment or Travel Insurance.
• Demonstrated ability to deliver results in a high-pressure environment
• Exceptional written, verbal and interpersonal communication skills
• Strong knowledge of General Insurance and/or Travel Insurance Industry
• Strong Team engagement and development skills.

If this sounds like the ideal role for you, apply today!

Any questions, please reach out to [email protected]