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Customer Service Team Leader

We are looking for the pawfect Team Leader with a pedigree in Customer Service who is ready to start their dream job at PetSure.

About PetSure

Just as many of us now put pets at the centre of our lives, PetSure positions the welfare of pets at the heart of our business. As a pet insurance underwriter, administrator and fintech company through GapOnlyTM, we help provide a sense of security to almost half a million Australians and their pets.

Why you’ll love working at PetSure

With a career at PetSure you’ll experience:

  • Choose your balance – work from either home, the office or a combo of both
  • When onsite, our award-winning, purpose-built pet friendly office
  • An inclusive and supportive culture that supports career development and flexibility, including our fully paid 18-week genderless parental leave policy
  • Access to our wellbeing program which includes webinars, health checks, on site lunches and the occasional voucher if working from home
  • Personal and professional development through our customised learning platform
  • Paid leave for your birthday and an enrichment day (a day out of the office to support a cause or passion close to your heart)
  • The assistance of our onsite Chief Dog Wrangler to help entertain your pooch with free parking on that day
  • And because pets are at the heart of everything we do, your pet insurance is on us too

What you’ll do

  • We’re looking for a passionate customer service team leader with a strong focus on leadership to deliver on world class employee engagement, culture and high performance. 
  • Specifically, as the Customer Service Team Leader you will:
  • Ensure the highest quality customer service is provided through effective people and operational management.
  • Develop solutions to meet the needs of our customers through processes, systems and team capability
  • Deliver sustained and effective employee engagement strategies to drive engagement and employee satisfaction
  • Identify and address systemic issues and training gaps 
  • Manage the day to day workflow and resources of the team
  • Mentor and develop our people through regular feedback, coaching and training
  • Manage metrics and ensure customer satisfaction, with all processes related to the Contact Centre
  • Advocate for meaningful change and ensure its successful implementation
  • Identify and implement processes and work practices that will improve operational effectiveness, customer experience and service outcomes
  • Deliver quality outcomes 
  • Drive team performance and KPI’s
  • Develop and drive activity and performance to empower team performance 

What you’ll bring

  • Pet parent or pet advocate
  • Passionate about PetSure’s purpose
  • 3+ years’ experience as a Team Leader
  • Experience leading effective teams in high performing contact or operations centres
  • Strong leadership skills, including coaching, mentoring and developing skills and capability 
  • Evidence of prior leadership results
  • Demonstrated experience in coaching, developing, increased team performance results 
  • Ability to embrace and implement change
  • Strong and confident communicator (written and verbal)
  • Demonstrable ability in producing outstanding results both professionally and personally by being proactive and committed. 

Ready to chase your dream?

We’d love to hear from you! Applications close 17 December 2020. Please send your resume and cover letter via the form below.

PetSure is a pet friendly environment and welcomes dogs and cats in the workplace.  It is the policy of PetSure that all new employees consent to a background check.

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