Team Leader Home Assessing

About the role

The Home Assessing Team Leader plays a pivotal role in guiding and overseeing the Home Assessing Team, who are responsible for assessments of impacted properties, cost validation, ensuring high scope accuracy and end-to-end management of claims assigned to them.

Working at the helm of the Victorian-based team, the Team Leader is responsible for providing ongoing training and coaching to the team, and ensuring that the Home Assessors are consistent and effective in their approach to a variety of assessments, validation of Scopes of Work, and end-to-end management of a select claims portfolio.

Position Accountabilities

Coaching and Continuous Improvement

• Continuous coaching of team members in the areas of:
  • Scoping accuracy
  • Cost validation
  • Compliance
  • Project Coordination and Management
  • Usage of virtual and on-road assessing software
  • Onsite and virtual assessment techniques
  • Provide constructive feedback for continuous improvement & increased capability;
  • Operate within and seek to continuously improve the Home Claims Operating Model.

People Leadership

• Lead, monitor and inspire the team to execute a high standard of service and process adherence;
• Manage team members in accordance with company policies and employment laws, and ensure relevant HR procedures are applied (including Safety, Wellness and Health, Workplace Behaviour and Performance Improvement frameworks);
• Provide guidance and support to team members, with the goal of enhancing skills, overcoming challenges and achieving career goals;
• Regularly evaluate performance, setting clear expectations, and working collaboratively with team members to identify and set achievable targets in line with A&G goal and objective setting framework.
• Handle escalated claims, complaints and other matters of complexity.

Cost Control

• Implement cost control strategies to deliver cost outcomes to plan;
• Refinement of existing cost control strategies in line with business objectives;
• Identify areas of improvement throughout the Home Claims Value Chain.

Relationship Management

• Build and maintain relationships with a variety of internal and external stakeholders;
• Provide constructive feedback to internal and external stakeholders;

Performance and progress reporting

• Contribute to the development and implementation of strategic and operational activities that will continually improve Claims performance;
• Provide detailed input into on-going process and system development;
• Provide input into staffing requirements and recruitment.
• Track, monitor and report on Key Performance Indicators (KPIs), ensuring productivity and quality metrics are in line with internal expectations

What experience you’ll bring

• Experience managing a team of professionals and operating effectively as part of a team with accountability for business results;
• Proven ability to lead, performance manage, coach and mentor a team;
• Strong change-agility;
• Previous estimating and assessing experience preferred essential;
• Exceptional time management and organisational skills;
• Strong verbal communication skills, effective with both customers & industry professionals when negotiating best business outcomes
• Minimum 2 years’ experience in Home Assessing, or Building Industry;
• Demonstrated experience in building effective business relationships with multiple internal and external stakeholders;
• Insurance experience is preferred, but not essential.

The benefits of working at A&G

• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us - we’ve got learning and professional development opportunities to suit everyone.
• Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
• Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.

About us

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, and Coles Insurance.

We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today.

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

• A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.

Secondary Hiring Leader - Ruth Elizabeth Holmes