This is a Team Leader, TLIS Retail Customer Service role with TAL Australia based in Sydney, NSW, AU TAL Australia Role Seniority - mid level More about the Team Leader, TLIS Retail Customer Service role at TAL Australia Company Description Join us in shaping the future of the insurance industry, driven by innovation and a 150-year legacy of protecting people Be part of a team that invests in your growth, offering exclusive industry accreditation and a variety of learning experiences Make meaningful contributions to the community through volunteering, health initiatives, and sustainability efforts Welcome to TAL. As a leading life insurer, we’ve been protecting Australians for over 150 years. Backed by Daiichi Life, we're driven by big ambitions and empower to create better products and services. Together with our Partners, we’re helping millions of Australians live a life filled with choices, options, and freedoms. See the direct impact you make delivering support and financial security with care and expertise. Grow beyond expectations with diverse roles, global connections, and exclusive learning opportunities. Work with passionate, bright and capable colleagues. Feel inspired by supportive leaders. Collaborate with heart, where flexibility, wellbeing and inclusivity is valued. Together, we're reimagining insurance. So, bring a curious mind and an ambition to help us become the progressive, digitally enabled leading insurer. Job Description The primary focus of the Service Centre Team Leader is to deliver an exceptional customer experience by coaching, developing, and mentoring a team of Customer Experience Specialists, ensuring call monitoring, adherence to TAL customer practices, and maintaining a best-in-class quality score. In addition, the role is responsible for collaborating with peers and the Head of Customer Service & Solutions - TAL Retail to continuously improve business practices through a high-performing culture, digital innovation, and process improvement. Combining strategic thinking with operational support, this position is regarded as the most critical operational function within the Customer Contact Team. In this role you will: Lead the team’s daily, weekly, and monthly operating rhythm, including team huddles, coaching sessions, performance reviews, and development discussions. Monitor calls and provide constructive feedback to ensure quality and adherence to customer practices. Drive the transformation from a transactional contact environment to a relationship-based customer experience. Build and evolve team capability to deliver a best-in-industry customer experience. Manage escalations effectively, taking accountability for achieving mutually beneficial outcomes. Develop the skills and leadership potential of senior Customer Experience Specialists. Support the Contact Centre Manager with administrative tasks and initiatives that foster a high-performing culture. Qualifications Demonstrated leadership and management / supervisory skills. Strong organisational and time management skills. High level of attention to detail. Excellent personal presentation. Delegation skills - able to prioritise accordingly and flexible in handling a variety of tasks. Complaint handling - able to resolve problems as they arise in an appropriate manner. Advanced word, PowerPoint, Excel and Outlook. Additional Information TAL is one of Australia’s leading life insurers, committed to inclusion, and supporting the career growth of our diverse workforce. We’re proud to be: An Inclusive Employer – Recognised as Employer of Choice for Gender Equality by the Workplace Gender Equality Agency and Bronze Tier Status within the Australian Workplace Equality Index Diversity Champions – Member of Diversity Council Australia, Australian Disability Network, Pride in Diversity and Champions of Change Reconciliation Advocates – Read our Innovate Reconciliation Action Plan . We welcome applications from people with diverse experiences, perspectives and backgrounds including Aboriginal and Torres Strait Islander people, caregivers, individuals living with disabilities, people from culturally diverse backgrounds and the LGBTIQ community. Need adjustments during the recruitment process? Let our team know by getting in touch with us here —we’re here to support you. You’re always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And you value working together to find the best solutions for problems. As part of the recruitment process, there are several checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks. Please note: Our offices are closed for the holidays from Monday, 22 December – Friday, 2 January. Applications and interviews will resume on Monday, 5 January. We look forward to connecting with you then! LI-Hybrid Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone’s responsibility. If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately . Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the TAL Australia team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Leading team operations Monitoring calls Driving transformation Key Strengths Leadership and management skills ⏰ Organisational and time management skills Attention to detail ️ Complaint handling Advanced IT skills Delegation skills A Final Note: This is a role with TAL Australia not with Hatch.
