Job Description
About the role
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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.
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Position Accountabilities
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Coaching and Continuous Improvement
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Continuous coaching of team members in the areas of:n
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Scoping accuracy
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Cost validation
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Compliance
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Project coordination and management
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Usage of virtual assessing software
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Virtual assessment techniques
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Provide constructive feedback for continuous improvement & increased capability
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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
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People Leadership
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Lead, monitor and inspire the team to execute a high standard of service and process adherence
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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)
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Demonstrate and advocate a commitment to the company values
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Provide guidance and support to team members, with the goal of enhancing skills, overcoming challenges and achieving career goals
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Handle escalated claims, complaints and other matters of complexity
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Regularly evaluate performance, setting clear expectations, and working collaboratively with team members to identify and set achievable targets




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Cost Control
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Implement cost control strategies to deliver cost outcomes to plan
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Refine existing cost control strategies in line with business objectives
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Identify areas of improvement throughout the Home Claims Value Chain
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Relationship Management
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Build and maintain relationships with a variety of internal and external stakeholders
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Provide constructive feedback to internal and external stakeholders
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Performance and Progress Reporting
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Provide on-the-ground insight to contribute to the development and implementation of strategic and operational activities that will continually improve Claims performance
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Provide detailed input into on-going process and system development
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Provide input into staffing requirements and recruitment
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Track, monitor and report on Key Performance Indicators (KPIs), ensuring productivity and quality metrics are in line with internal expectations
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What Experience You'll Bring
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Experience managing a team of professionals and operating effectively as part of a team with accountability for business results
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Proven ability to lead, performance manage, coach and mentor a team
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Strong change‐agility
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Previous estimating experience preferred
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Exceptional time management and organisational skills
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Robust verbal communication skills, effective with both customers & industry professionals when negotiating best business outcomes
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Strong, accurate written communication skills, including but not limited to report writing
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Minimum 2 years' experience in Home Assessing, or Building Industry
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Demonstrated experience in building effective business relationships with multiple stakeholders
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Insurance experience preferred, but not essential
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Operational reporting literacy
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Our perks
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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.
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Paid parental leave – We support our new parents with paid parental leave and other benefits
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Workplace giving – We offer workplace giving and we'll dollar match your donations to registered charities
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Development opportunities – We're championing your development with internal programs and access to a wide range of online courses
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Employee discounts – You'll receive discounts on Budget Direct insurance products
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Reward and recognition – We reward high performance with employee recognition, reward and incentive schemes
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Onsite facilities – There's excellent end-of-trip facilities on offer and private spaces for nursing mothers
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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 (Victoria)
🏢 Auto & General Australia
📍 Victoria