About the role
The Desktop Home Assessing Team Leader plays a pivotal role in guiding and overseeing the Desktop Home Assessing Team, who are responsible for virtual assessments of impacted properties, cost validation, ensuring high scope accuracy and end-to-end management of claims assigned to them.
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 assessing software
Virtual assessment techniques
Provide constructive feedback for continuous improvement & increased capability
Operate within and seek to continuously improve the Home Claims Operating Model through interpretation of operational reporting and supplied analytical information to support team daily, weekly and monthly priorities
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)
Demonstrate and advocate a commitment to the company values
Provide guidance and support to team members, with the goal of enhancing skills, overcoming challenges and achieving career goals
Handle escalated claims, complaints and other matters of complexity
Regularly evaluate performance, setting transparent expectations, and working collaboratively with team members to identify and set achievable targets
Cost Control




Implement cost control strategies to deliver cost outcomes to plan
Refine 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
Provide on-the-ground insight to 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 experience preferred




Exceptional time management and organisational skills
Strong verbal communication skills, effective with both customers & industry professionals when negotiating best business outcomes
Strong, accurate written communication skills, including but not limited to report writing
Minimum 2 years' experience in Home Assessing, or Building Industry
Demonstrated experience in building effective business relationships with multiple stakeholders
Insurance experience preferred, but not essential
Operational reporting literacy
Our perks
Extra leave – Enjoy additional leave days on us! You'll receive a paid 'ME' day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
Paid parental leave – We support our new parents with paid parental leave and other benefits
Workplace giving – We offer workplace giving and we'll dollar match your donations to registered charities
Development opportunities – We're championing your development with internal programs and access to a wide range of online courses
Employee discounts – You'll receive discounts on Budget Direct insurance products
Reward and recognition – We reward high performance with employee recognition, reward and incentive schemes
Onsite facilities – There's excellent end-of-trip facilities on offer and private spaces for nursing mothers
Get social – Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites
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📌 Team Leader Desktop Home Assessing (Melbourne)
🏢 Auto & General Australia
📍 Melbourne