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 clear 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
- Robust change‑agility
- Previous estimating experience preferred
- Exceptional time management and organisational skills




- Solid 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