We’re partnering with a well-established national organisation within the insurance and financial services sector, recognised for its strong client focus, collaborative culture, and commitment to continuous improvement. This is a key leadership role within the Customer Experience function, responsible for guiding a high-performing team, ensuring consistent service delivery, and supporting both client and operational outcomes. You’ll play a central role in coaching, escalation management, workflow oversight, and fostering a culture of accountability, development, and strong client experience. About the Role As Customer Experience Team Leader, you will provide day-to-day leadership and operational guidance to a team responsible for managing complex and escalated client enquiries. You will support team members through coaching, performance development, and hands-on assistance with technical or sensitive cases where required. You will also ensure service standards are met, workflows are effectively managed, and compliance requirements are adhered to across the team. Key Responsibilities Lead, coach and support a team to achieve performance, quality, and service outcomes Act as escalation point for complex client queries and complaints, ensuring timely resolution Oversee workflow allocation and completion to meet agreed service levels Deliver regular coaching, feedback, and development conversations Support performance and behavioural management processes where required Promote a strong client experience culture with proactive communication and issue resolution Identify and contribute to process improvement initiatives Ensure compliance with internal policies, procedures, and relevant legislation Collaborate with internal stakeholders and technical specialists to support outcomes Support team engagement, capability development, and culture About You Experience in a leadership, senior support, or team coordination role Strong communication and stakeholder management skills Confident handling escalations, complaints, or complex client interactions Proven ability to coach, support, and develop team members Strong attention to detail with a solutions-focused approach Able to manage competing priorities in a fast-paced environment Professional, empathetic, and customer-focused Why Apply This is an opportunity to step into a leadership role where you can influence team performance, client outcomes, and service quality within a supportive, values-driven organisation that encourages development and continuous improvement. How to Apply If you’re available immediately and interested in a 12 month contract, we’d love to hear from you. Apply via the link or contact Joni Gilbertson on 03 9535 2113 .
