Job Description
Petcover is a global leader in the pet insurance industry with offices across Australia, Current Zealand, the UK and EU.
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As a Contact Centre Team Leader, you'll guide a team of Sales & Customer Service Representatives, helping them grow their skills, hit their goals and deliver outstanding customer experiences. You'll be the go-to expert for coaching, performance improvement, workflow management and day-to-day operational leadership.
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Responsibilities:
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Lead, motivate and inspire a team to achieve individual and collective sales and service targets.
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Deliver regular coaching, side-by-side support and training to strengthen product knowledge, sales capability and service quality.
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Monitor KPIs, identify performance gaps and implement action plans to boost conversion, upsell activity and productivity.
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Analyse sales pipelines, campaign results and customer quote activity to uncover growth opportunities.
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Ensure accurate, consistent documentation of all customer interactions and policy details.
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Allocate inbound and outbound tasks, ensuring efficient handling of enquiries, warm leads and incomplete applications.
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Review complex queries and provide guidance on product features, pricing, coverage and eligibility.




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Balance sales performance with exceptional customer experience to meet service level expectations.
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Share insights with management and partner teams to improve processes and customer journeys.
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Support new starters with structured onboarding and ongoing development.
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Foster a positive, accountable and commercially focused team environment.
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Step in on calls when needed to maintain service levels and model best-practice behaviours.
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Requirements
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Sales & customer service expertisewith the ability to coach others in effective techniques.
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Customer-centric mindset and the ability to guide teams in delivering tailored solutions.
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Exceptional communication skills:clear, confident and influential with customers and colleagues.
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Comfortable analysing performance data and ensuring accurate documentation.
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Able to motivate, support and challenge team members constructively.
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Calm under pressure with strong problem-solving ability.
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Advanced objection handling skills and the capability to coach others to turn challenges into opportunities.
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#J-*****-Ljbffr

📌 Contact Centre Team Lead (South Australia)
🏢 Petcover
📍 South Australia