At a Glance
- Tasks: Lead and inspire a team to deliver outstanding customer service every day.
- Company: Join Neilson Financial Services, a global leader in life insurance distribution.
- Benefits: Enjoy ongoing professional development and a clear path to senior leadership.
- Other info: We value diversity and inclusion, welcoming applicants from all backgrounds.
- Why this job: Shape team culture in a fast-growing, values-driven company.
- Qualifications: Experience in leading teams and a strong focus on customer service.
The predicted salary is between 66150 - 80850 $ per year.
Sydney, Australia | Full-Time, Permanent
Neilson Financial Services is a global life insurance distributor operating across the UK, Canada, Australia and New Zealand. With over 1,000 employees and more than 650,000 policies issued, we help families secure financial protection for their loved ones through locally based contact centres.
About the role
Reporting to the Head of Customer Care, you'll lead and inspire a team of Customer Care agents to deliver outstanding outcomes every day, in line with our service standards, regulatory obligations and insurer expectations. This role blends operational leadership with a genuine focus on people, customer advocacy and compliance. It's a great fit for an experienced people leader from a contact centre or customer operations background who thrives on developing others, improving processes and delivering measurable results in a fast-paced, scaling business.
What you'll do:
- Lead team performance through regular 121s, coaching and improvement plans, with feedback properly documented
- Build deep product, systems and process knowledge across your team
- Hold direct reports accountable to their KPIs
- Partner with Learning and Development on inductions and ongoing training
- Track and analyse daily results, spotting trends and opportunities to improve
- Report weekly and monthly performance to the Head of Customer Care
- Champion change and continuously challenge the status quo
- Communicate with clarity and transparency to motivate and inspire your team
- Keep the team operating within a compliant, risk-aware framework
- Foster an engaged, inclusive culture aligned to our values: Customer Focused, Results Driven, Team Spirited
- Run weekly call calibrations, coaching sessions and quality checks
- Resolve escalated complaints in line with our complaints process
What you'll bring:
- A track record of leading teams to hit KPIs and deliver great customer service
- Strong coaching and people development skills
- Solid understanding of operations in a regulated call centre environment (scripting, compliance, process)
- Hands-on leadership style and the ability to get into the detail
- Excellent written and verbal communication skills
- Confidence analysing reporting metrics and driving results against KPIs
- A solution-focused mindset for day-to-day challenges
- Life insurance industry experience is a plus, but not essential
- Intermediate to advanced Microsoft Office skills
What we offer:
- A people leadership role in a fast-growing, globally backed life insurance business
- The chance to shape team culture and capability as our ANZ Customer Care function scales
- Ongoing professional development and a clear path to senior leadership
- A values-driven culture with direct access to senior management
Accessibility For Job Applicants
We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or selection process, please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation.
Equal Opportunity Employer
Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture.
Customer Service Team Leader in Sydney employer: Neilson
Neilson Financial Services is an exceptional employer, offering a dynamic work environment in Sydney where you can lead a passionate team dedicated to delivering outstanding customer service. With a strong focus on professional development and a values-driven culture, employees are empowered to grow their careers while contributing to a meaningful mission of providing financial protection to families. Join us to be part of a fast-growing, globally backed company that prioritises inclusivity and employee engagement.
