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Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague.
A career at Sedgwick means experiencing our culture of caring.
It means having flexibility and time for all the things that are important to you.
It's an opportunity to do something meaningful, each and every day.
It's having support for your mental, physical, financial and professional needs.
It means sharpening your skills and growing your career.
And it means working in an environment that celebrates diversity and is fair and inclusive.
A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve.
If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you're someone who cares, there's a place for you here.
Join us and contribute to Sedgwick being a great place to work.
TEAM LEADER - Liability Reporting to the Senior Manager, Home Claims, you will ensure that claims entrusted by clients to Sedgwick are managed efficiently and to the KPI's & SLA's set, with particular emphasis on customer and cost outcomes.
You will strive to ensure colleagues are supported and enabled to perform their roles to the performance standards agreed.
To do this, the Team Leader will be responsible for providing coaching and development to their colleagues as well as ensuring colleagues focus on customer outcomes.
What are my accountabilities? Ensure that colleagues understand the criticality of outcome focussed customer experience and provide coaching consistent with outcomes and not outputs.
Manage customer complaints received, including updating the client and the Sedgwick Account Manager.
Learnings from each complaint to be channelled for continuous improvement.
Lead and develop direct reports to enable them to deliver to outcomes for client, customer, and the business.
Provide coaching and development to colleagues through reviewing and auditing work, listening to phone calls and engaging with colleagues through one on ones to enable optimum performance.
Meet with clients and/or client account managers to ensure a clear understanding of requirements and expectations are held by the business.
Maintain engagement with clients to remain open and aware of clients' requirements and expectations in the delivery of their claims.
Ensure that client requirements and expectations are delivered by colleagues through oversight and governance of KPI's and SLA's.
Oversee the day to day operation of team including resourcing, productivity, utilisation, breaks etc.
Manage resourcing requirements within team based on workflow/volumes and liaise with peers and direct manager when additional support is required, with an emphasis on ensuring delivery of customer outcomes are maintained.
About you: Bachelor of Business / Economics (desired, not essential).
ANZIIF Qualification (desired, not essential).
2+ years' experience in leadership.
Experience in stakeholder & client relationships.
Attention to detail.
Caring Counts It's at the heart of everything we do, and we show we care by living our five core values: Caring, Empathy, Accountability, Inclusion, Collaboration and Growth.
Sedgwick is an equal opportunity employer; we are committed to ensuring that our recruitment process is fair and accessible for all candidates.
If you require any special accommodations, we encourage you to let us know at the time of your application.
Interested in this opportunity? Please click APPLY and upload an up-to-date copy of your CV! Why Sedgwick? Sedgwick is a leading global provider of technology-enabled risk, benefits, and integrated business solutions.
We are committed to providing excellent service to our clients and are passionate about helping them through difficult times.
With such a wide range of services, across multiple business units, we are sure to have an opportunity available that will align with what you are looking for! Some of the Benefits of working with us are: Hybrid working arrangement.
#LI-Hybrid Professional Development through Sedgwick Australia University.
+0.5 % on top of Superannuation Guarantee.
Domestic and International Career Pathways.
Sedgwick is an Equal Opportunity Employer.
If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience.
You may be just the right candidate for this or other roles.
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