A leading travel insurance company is seeking a Front Office Team Leader with claims handling experience to join its dynamic operations team. This is an exciting opportunity for an experienced leader to manage a team of customer service agents, ensuring the consistent delivery of exceptional service across multiple channels. The successful candidate will drive team performance, foster a positive and customer-focused culture, and support continuous improvement initiatives, all within a fast-paced, regulated environment handling insurance claims.

Responsibilities 

• Lead, coach, and motivate a team of front office agents to deliver exceptional customer service across all communication channels (voice, email, and digital).

• Monitor team performance against defined KPIs such as quality, productivity, and customer satisfaction.

• Conduct regular coaching sessions, feedback reviews, and performance appraisals to support continuous improvement.

• Manage daily team operations including scheduling, adherence, and attendance to ensure optimal coverage.

• Act as a point of escalation for complex queries, complaints, and technical issues, ensuring timely and effective resolution.

• Collaborate with Quality Assurance, Training, and Workforce Planning teams to enhance agent performance and process efficiency.

• Facilitate regular team meetings and one-on-one check-ins to communicate business goals, updates, and performance trends.

• Identify opportunities for process, system, and service improvements to enhance the customer experience.

• Foster a positive, inclusive, and high-performance culture focused on accountability and teamwork.

• Ensure compliance with all company policies, quality standards, and regulatory requirements.

Requirements 

• Proven experience as a Team Leader or Supervisor in a contact or call centre environment, ideally within insurance, travel, or claims operations.

• Strong understanding of multi-channel service environments (voice, chat, and digital).

• Demonstrated ability to lead, inspire, and develop high-performing teams.

• Excellent communication, interpersonal, and conflict-resolution skills.

• Highly analytical and data-driven, with the ability to interpret performance metrics and implement improvements.

• Strong problem-solving and decision-making skills under pressure.

• Proficient in contact centre technology, CRM systems, and reporting tools.

• Knowledge of workforce planning, scheduling, and forecasting principles.

• Ability to manage multiple priorities and deliver results in a fast-paced, regulated environment.

• Displays resilience, professionalism, and a customer-first mindset.

Education & Qualifications

• Relevant tertiary qualification or equivalent work experience.

• APA qualification or equivalent (advantageous for regulated environments).

Benefits

• Salary: Based on experience and qualifications.

• Contact Hire Resolve for your next career-changing move today

  • Apply for this role today, contact Gustav Vogel at Hire Resolve or on LinkedIn
  • You can also visit the Hire Resolve website: hireresolve.us or email us your CV: [email protected]
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