Team Leader - Customer Service

Overview

InsureBuild, founded in 1996, services the insurance industry for over 30 years, providing specialised building repairs across Australia after events such as fire, flood, impact, storm and malicious damage.

Location

Full‑time office‑based role in Cockburn Central, Perth.

Responsibilities

• Accountable for team claim performance and ensuring team members actively monitor their portfolio.
• Act as point of escalation for disputes or complaints.
• Complete regular auditing of team member claims to ensure compliance and provide feedback.
• Interact with customers, clients, trades and internal staff to build strong relationships.
• Communicate positively, lead by example and empower your team.
• Monitor and coach team members to achieve KPI’s for inbound and outbound calls.
• Coordinate internal calendars and schedules.
• Handle general errands and ad‑hoc duties as required in a busy office.

Qualifications

• Proven team management experience.
• Excellent communication skills and friendly telephone manner.
• Good computer skills and the ability to use multiple systems at once.
• High attention to detail and strong organisational skills.
• Ability to work in a fast‑paced, high‑volume office environment.
• Previous experience in a leadership position.
• Previous experience dealing with trades is an added advantage.

Ideal Candidate

• Excellent communication skills, both verbal and written.
• Well organised, highly motivated and strong negotiation skills.
• Sound understanding of computer literacy (Microsoft Office Word, Excel and databases).
• Ability to multi‑task, take initiative and problem‑solve.
• Previous insurance industry or trade‑related customer service experience is desirable.

Benefits

• Career growth: opportunities for progression within the company.
• Collaborative environment: supportive, team‑driven culture.
• Job security: join a growing industry leader.

Additional Information

Occasional interstate travel to other offices may be required following major events.

This role will be subject to a successful National Police Check.

InsureBuild is committed to diversity, inclusion and new ways of working and encourages Aboriginal and Torres Strait Islander People to apply.

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