To support the Contact Centre Team Leader in the day-to-day running of the Sales, Customer Service, and Policy Administration teams. The role helps maintain strong performance, accurate processing, and excellent customer experiences, while providing operational cover and escalation support.
Key responsibilities
Support daily leadership and coaching across Sales, Customer Service, and Policy Administration to meet targets for service, sales, and processing accuracy.
Monitor team performance and assist with action plans to improve conversion, service levels, quality, and productivity.
Allocate and manage daily workflows, including enquiries, leads, renewals, amendments, and policy processing tasks.
Provide coaching and training to build product knowledge, sales capability, service skills, and policy accuracy.
Act as the first escalation point for complex customer queries, policy issues, complaints, and system challenges.
Conduct quality checks on policy documentation, CRM entries, and customer interactions to ensure compliance.
Assist with onboarding and development of new and existing team members.
Support analysis of sales activity and policy workflows, identifying opportunities for improvement.
Ensure accurate use of CRM and policy systems, maintaining high standards of documentation.
Provide phone‑based support when required, helping maintain service levels and modelling best practice.
Work with internal teams such as underwriting, operations, and marketing to resolve issues and improve processes.
Communicate updates on products, policies, and procedures to the team.
Prepare reports and updates for management as needed.
Support adherence to company policies and procedures across the team.
Participate in projects, audits, and ad hoc duties as directed.
Provide operational support and occasional cover for the Contact Centre Team Leader, including assisting with team coordination, escalations and day-to-day operational decisions when required.
About you
Strong leadership and coaching skills across both sales and policy administration functions
Customer-focused mindset with excellent communication skills
High attention to detail and commitment to accuracy
Strong organisational and time-management abilities
Proficiency with CRM and policy systems, with the ability to interpret performance data
Ability to build strong relationships and support the team during high-pressure situations
Proactive problem-solving skills with a solution-focused approach
Adaptability and willingness to support change
Strong verbal and written communication skills
Ability to coach team members in objection handling, customer engagement, and accurate policy processing
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Contact Centre Deputy (2IC) in Melbourne employer: Petcover
Petcover offers a dynamic work environment focused on customer service and the wellbeing of pets. Employees have opportunities for professional growth and development within a supportive team culture. The company is dedicated to providing exceptional support to pet owners, making it an attractive employer for those passionate about animal care.
