Lead a high-performing team that transforms customer enquiries into exceptional experiences, lasting relationships and sustainable growth.

About Q Report

Q Report is a specialist in jewellery and luxury watch insurance, operated by Jewellers Loop Pty Ltd (AFSL 556525). We work with jewellers across Australia, and most of our customers come to us at the moment they buy something that matters to them.

Insurance in this category is often an afterthought attached to a home policy. We've built the alternative: a product and experience designed specifically for jewellery and luxury watches.

Our purpose is simple — to give people absolute confidence to enjoy their jewellery anywhere, anytime.

The Role

You will lead our Customer Relations team, responsible for guiding customers from enquiry through to policy issue.

The team of approximately 12 operates across our Sydney office and offshore partner, managing customer enquiries via phone, email, SMS and chat.

This is a leadership role first and foremost. Success comes from building a highly engaged, accountable and high-performing team that consistently delivers both exceptional customer experiences and strong commercial results.

This is not a personal selling role. You'll be responsible for creating the environment, coaching, structure and performance culture that enables the team to succeed.

Working closely with the Underwriting Manager, you'll help ensure revenue growth, customer outcomes and compliance requirements remain aligned as the business continues to grow.

What You Own

- New business revenue, conversion and customer acquisition performance

- Leadership and development of a high-performing onshore and offshore team

- Sales capability,



coaching and ongoing development of team members

- Customer experience standards across every channel and interaction

- Team engagement, accountability and performance culture

- Forecasting, reporting and performance management rhythms

- Service quality, process discipline and compliance outcomes

- Continuous improvement of customer journeys, systems and ways of working

What You Bring

- Proven experience leading a customer service, sales, customer acquisition or contact centre team to achieve strong commercial outcomes

- Experience leading teams across multiple locations, including remote and/or offshore operations

- Strong people leadership skills and the ability to build trust, engagement and accountability

- Genuine coaching capability and a track record of improving team performance

- Experience owning team performance, including conversion, productivity, quality and employee engagement

- Confidence using data and performance metrics to drive improvement and make decisions
- A customer-first mindset combined with strong commercial instincts

- Excellent communication and relationship-building skills

Experience in jewellery, luxury goods, insurance or financial services is highly regarded, but not essential.

Who Does Well Here

Our values are simple: we start with our customer, we keep our promises, we find better ways, and we value our relationships.

The people who thrive here care about both customers and colleagues. They enjoy developing people, building solid relationships and improving how things are done. They are curious, accountable and proactive, and understand that sustainable business growth is built through great customer experiences and great teams.

📌 Customer Relations Manager | Sales (Sydney)
🏢 Q Report Jewellery Insurance
📍 Sydney