Team Leader Home Claims (Working Loss & Technical Support)

12Month Secondment Melbourne

Please note: this role closes for applications on Friday the 24th April at 4pm.

Are you an experienced people leader with a passion for customer outcomes coaching capability and claims excellence We have an exciting 12month secondment opportunity for a Team Leader to join our Home Claims Customers Working Loss & Technical Support team based in Melbourne.

This role is ideal for a strong firstline leader who enjoys developing highperforming teams improving customer experiences and driving continuous improvement in a fastpaced claims environment.

About the Role

Reporting to the Regional Manager you will lead and support a team of Claims Managers and Technical Support Officers creating a positive safe and engaging environment where people can thrive and customers receive brilliant service.

You will be accountable for team performance capability uplift claims outcomes and customer experience while ensuring strong risk compliance and cost control practices.

Key Responsibilities

Lead and develop a highperforming team

• Motivate coach and develop team members to deliver brilliant customer service aligned to service excellence principles
• Build strong team culture through regular performance conversations engagement surveys and team temperature checks
• Create and deliver performance and culture plans to achieve individual and business KPIs including claim cost control
• Ensure all team members have active development plans aligned to individual and business needs
• Deliver targeted coaching plans to support continuous capability uplift
• Effectively manage daytoday operations and claim allocation in a casemanaged environment
• Foster a culture that balances customer needs with business outcomes and proactively identifies opportunities to improve the claims experience
• Create a safe environment for Claims Managers to raise and discuss claim issues

Claims management and customer outcomes

• Monitor and drive performance against casemanaged milestones and SLAs (first call assessment completion statement of work construction and finalisation)
• Ensure claims portfolios are actively and proactively managed
• Provide guidance on complex customer resolution strategies
• Resolve customer escalations and complaints within agreed timeframes where possible
• Share insights and implement initiatives to improve customer experience claims best practice and cost control
• Partner with Assessing Managers and Assessors to ensure aligned and effective claim practices

Risk compliance and governance

• Proactively identify and mitigate potential claim risks to avoid unnecessary escalation
• Act immediately on any suspected fraudulent activity
• Ensure team compliance with internal policies procedures and legislative requirements (including the General Insurance Code of Practice Privacy and IDR processes)
• Support Claims Managers in identifying and assisting customers experiencing vulnerability

Collaboration and contribution

• Build effective trusted relationships with Managers Firstline Leaders and external stakeholders
• Champion team insights and feedback to drive process and customer experience improvements
• Support major events and catastrophes in line with the Event Response Plan
• Contribute to project work as required
• Take ownership of your own learning and development
• Role model company behaviours Code of Conduct safety and wellbeing practices

About You

• Previous experience leading a team (highly desirable)
• Home Claims experience (Working Loss experience highly desirable)
• Working knowledge of the Insurance Industry principles and regulations as well as knowledge of business products policies and procedures
• Ability to inspire a team of Claims Managers to achieve positive cost and customer outcomes.
• Demonstrated coaching and development capability. Exposure to ETHOS coaching methodology. (highly regarded)
• Demonstrated ability to access and interpret Home Claims Customers specific results data to support and drive performance and outcomes.

Advertised: 20 Apr 2026 AUS Eastern Standard Time
Applications close: 24 Apr 2026 AUS Eastern Standard Time