Travel Assistance Team Leader

MAYDAY Recruitment
Brisbane, QLD
A$100,000-$110,000 p/a
Healthcare & Medical → Management
Full-time
On-site

Posted 10 days ago


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]


About MAYDAY Recruitment

Sydney, NSW, Australia

This company does not have any further information provided at this time. We encourage you to research the company by searching for them to learn more about the company or role in question before applying.

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