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Head of Customer Contact

Once in a lifetime opportunity for a Head of Customer Contact to revolutionise the Australian travel insurance market and create a game changing and highly customer-centric organisation; be part of an empowered team of professionals delivering innovation and achieving success by rolling out a proven global solution into the Australian market. 

The opportunity

This is a rare opportunity to lead, shape, manage and take ownership of the overall customer contact function.

Engage with highly motivated, committed and driven professionals who take personal responsibility and come together in a creative, dynamic, open and honest environment to achieve excellence, and make a real difference.

Starting from the very top, we foster a culture of leadership, empowering and supporting our staff each of whom is focused on making a positive difference in people’s lives through our presence. We operate truly like a family in a trusted, caring and fun environment. 

We genuinely believe in our unique products and what we do and are so proud to be game changers and path blazers, eradicating the current limitations and transforming the industry.

You will help create a game changing organisation by:

  • Using your passion, drive, creativity and ability to inspire staff to deliver outstanding experiences/journeys for our customers and clients will be a hallmark of your success
  • Developing strategies and ensure operational activities facilitate an outstanding, holistic costumer’s journey
  • Achieving industry leading Net Promoter Scores from clients and customers
  • Implementing winning strategies to motivate your teams to achieve or exceed agreed assigned monthly and quarterly sales targets
  • Delivering consistent leadership practices, behaviors and principles including one-on-one time, coaching, expectation setting, performance development, reward and recognition
  • Celebrating successes and achievements amongst your teams, creating a constructive culture of collaboration and fun

What do you need to have: 

  • 10+ years' of experience with inbound/outbound contact centres and achieving or exceeding sales revenue and service targets
  • Five+ years' proven track record leading a contact center teams with outstanding KPI performance. Industry award winning recognition would be highly regarded
  • Australian insurance industry preferred, ideally travel
  • History of delivering industry leading Net Promoter Scores with clients and customers
  • Experience in upselling and cross-selling success
  • Proven experience building and motivating effective teams to exceed sales targets and deliver outstanding customer acquisition and customer renewal and retention
  • B2B and B2C sales and service experience
  • Experience with workforce managed tools (e.g. Cisco, Kronos) and managing rosters
  • Excellent understanding of contact centre telephony technology
  • Experience in contact centre quality control
  • Experience managing contact centre budgets and hours allocation based on business needs and targets
  • Experience providing feedback and reports to drive business growth and customer satisfaction
  • Proven experience training staff, presenting and facilitating
  • Having exposure and understanding of underwriting would be an advantage

About you: 

The ideal candidate will create industry leading customer experiences and is a high calibre executive with significant experience and demonstrable achievements in leading contact centre staff and delivering commercially focused solutions. 

You are likely to have:

  • Desire to be part of and shape an innovative, unique and a game changing organisation
  • A genuine flair and acumen for people leadership with the ability to motivate, empower and mentor contact center staff to drive sales
  • Ability to achieve sales and service targets
  • Ability to work autonomously, manage a multi-disciplined team, interact and influence with both internal and external stakeholders
  • Enthusiastic, self-motivated and sales driven
  • A proactive, positive and patient approach
  • A high energy and collaborative approach that adds to the customer-centric culture
  • A self-starter and strong sense of initiative
  • Excellent organisational skills and ability to multitask and manage breadth and effectively prioritise tasks and time
  • Excellent communication both written and verbal, along with cross-functional stakeholder management skills
  • Highly developed interpersonal skills

Benefits and culture we offer you:

  • An attractive incentive plan
  • A paid day off on your birthday
  • Free worldwide annual travel insurance with 25% discount for family and friends
  • Start November 1, 2017
  • Centralised Sydney CBD location, close to transport, restaurants and cafes
  • Highly employee and customer-centric organisation  
  • Vibrant team, constructive and collaborative culture with room for professional growth

Travel Insurance & Underwriting Group

Apply Now


Call Centre & Customer Service
Not Specified
Work Type:
Full Time
Date Posted:
Closing Date:
Travel Insurance & Underwriting Group