Petcover is a global leader in the pet insurance industry with offices across Australia, New Zealand, the UK and EU.
As a Contact Centre Team Leader, you’ll guide a team of Sales & Customer Service Representatives, helping them grow their skills, hit their goals and deliver outstanding customer experiences. You’ll be the go-to expert for coaching, performance improvement, workflow management and day-to-day operational leadership.
Responsibilities:
- Lead, motivate and inspire a team to achieve individual and collective sales and service targets.
- Deliver regular coaching, side-by-side support and training to strengthen product knowledge, sales capability and service quality.
- Monitor KPIs, identify performance gaps and implement action plans to boost conversion, upsell activity and productivity.
- Analyse sales pipelines, campaign results and customer quote activity to uncover growth opportunities.
- Ensure accurate, consistent documentation of all customer interactions and policy details.
- Allocate inbound and outbound tasks, ensuring efficient handling of enquiries, warm leads and incomplete applications.
- Review complex queries and provide guidance on product features, pricing, coverage and eligibility.
- Balance sales performance with exceptional customer experience to meet service level expectations.
- Share insights with management and partner teams to improve processes and customer journeys.
- Support new starters with structured onboarding and ongoing development.
- Foster a positive, accountable and commercially focused team environment.
- Step in on calls when needed to maintain service levels and model best-practice behaviours.
Requirements
- Sales & customer service expertisewith the ability to coach others in effective techniques.
- Customer-centric mindset and the ability to guide teams in delivering tailored solutions.
- Exceptional communication skills:clear, confident and influential with customers and colleagues.
- Comfortable analysing performance data and ensuring accurate documentation.
- Able to motivate, support and challenge team members constructively.
- Calm under pressure with strong problem-solving ability.
- Advanced objection handling skills and the capability to coach others to turn challenges into opportunities.
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