Where people come first and possibilities follow.
Lead a high-performing customer-focused team and help shape exceptional claims experiences.
At Adica Insurance, we're more than an insurer. As part of the global MS&AD; Group, we provide motor vehicle insurance to the Australian market through Toyota Insurance, Lexus Insurance and PowerTorque Insurance brands. We're proud of our strong culture of development and growth, supporting our people to build rewarding careers while making a meaningful impact every day.
We are seeking an enthusiastic and capable Claims Assist Team Leader to join our Claims & Service team. Based at our St Kilda Road office, with flexible hybrid working arrangements available, this role is ideal for a customer service leader who enjoys coaching others, driving performance and delivering outstanding customer experiences.
About the Role
Reporting to the Claims Assist Manager, you will lead and support a team of Customer Service Officers responsible for claims lodgement and customer enquiries. You'll oversee day-to-day operations, provide coaching and development, monitor performance, and ensure claims support activities are delivered efficiently, compliantly and with a strong customer focus.
Key Responsibilities
Lead, coach and develop a team of Customer Service Officers.
Manage team performance, workload allocation and service outcomes.
Support the Claims Assist Manager with daily operational and administrative activities.
Ensure claims lodgements and customer enquiries are processed accurately and in line with company guidelines.
Deliver exceptional customer service and maintain professional customer interactions.
Monitor compliance with relevant legislation, regulations and industry codes of practice.
Conduct performance reviews, provide ongoing feedback and support employee development.




Identify opportunities for process improvement and contribute to continuous improvement initiatives.
Foster a culture of ownership, accountability and collaboration within the team.
About You
You are a people-focused leader who thrives in a fast-paced environment and enjoys supporting others to succeed. You bring a strong customer service mindset, excellent communication skills and the ability to balance operational requirements with team development.
You will also have:
Experience in an insurance, claims or contact centre environment.
Demonstrated leadership, coaching and people management capability.
Strong written and verbal communication skills, including conflict resolution.
Excellent organisational skills and the ability to prioritise competing demands.
A collaborative approach and commitment to delivering positive customer outcomes.
An understanding of relevant legislative, regulatory and compliance requirements.
Why You'll Love Working at Adica
Big discounts on car insurance for you and your family.
14 weeks Paid Parental Leave for all parents, plus superannuation on both paid and unpaid leave (up to 52 weeks).
Quarterly Wellbeing Leave days and the ability to swap Public Holidays.
A supportive Wellbeing Program and year-round employee events.
Recognition Programs through monthly awards and the annual Excellence Awards.
Solid culture of internal progression and career development
Access to the Go1 learning platform with thousands of courses




Leadership development programs in partnership with Hello Monday to support and empower your growth as a leader
Hybrid working model- the best of both worlds.
Employee Assistance Program (EAP) – free, 24/7 support for you and your family.
Be part of community initiatives, fundraising drives, and volunteer events throughout the year
And more because your wellbeing matters to us.
Who We Are
Adica Insurance is an Australian-operated and regulated general insurer, backed by the global strength of the MS&AD; Insurance Group, one of the world's top 20 insurance and financial services groups.
Adica exists to make insurance more human, more helpful, more transparent, and more empowering for our customers. We support our people with the same care and clarity. Together, we're creating a workplace where people thrive, teams collaborate, and customers feel truly supported.
What to Expect from Us
We aim to make the recruitment process as smooth and respectful of your time as possible.
Once you apply, our Talent Team will review your application. If your experience aligns with the role, we'll be in touch for an initial phone conversation to get to know you better. From there, the process usually includes two interviews with our team.
Throughout the process, we'll keep you informed and provide timely updates because we know how important clarity is when you are job hunting.
Accessibility & Support
If you require any adjustments during the recruitment process, please let your recruiting contact know when they first reach out. We're committed to creating an inclusive experience for everyone.
Ready to join a company where people come first and possibilities follow?
Recruitment is being managed in-house. No agency resumes will be considered.
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📌 Claims Assist Team Leader (Melbourne)
🏢 Adica Insurance
📍 Melbourne