The Team Leader - Sales & Service is responsible for leading, coaching and motivating a team of Sales & Service Consultants to deliver strong customer, quality, compliance and commercial outcomes. This role focuses on driving team engagement, capability uplift and performance while fostering a positive, high-performing culture aligned with Redion's values and customer-first approach.

Key Responsibilities

- Lead, coach and develop team members through regular one-on-one meetings, performance discussions and structured coaching sessions.
- Foster a positive and inclusive team culture that encourages collaboration, engagement and accountability.
- Drive team performance against service, quality, compliance and commercial objectives.
- Monitor customer interactions and quality outcomes, providing feedback and support to improve customer experience.
- Manage customer escalations and identify opportunities for continuous improvement across team processes and performance.
- Support recruitment, onboarding and development of new team members.
- Ensure adherence to company policies, operational requirements, risk management obligations and compliance standards.

Key Outcomes & Measures of Success

- Achievement of team service, quality, compliance and commercial KPIs.
- Improved customer satisfaction outcomes and reduction in customer complaints.
- Increased employee engagement, retention and team participation.
- Consistent completion of coaching sessions,



one-on-ones and development plans across the team.
- Sustainable improvement in individual and team performance metrics.
- Compliance obligations, reporting requirements and operational activities completed accurately and on time.
- Successful onboarding and capability development of recent employees.

Role Requirements & Qualifications

- Proven leadership and people management experience, ideally within a contact centre, customer service, insurance or travel environment.
- Demonstrated experience coaching, mentoring and developing employees.
- Strong ability to engage, motivate and influence individuals and teams.
- Excellent communication and stakeholder management skills.
- Robust understanding of customer service, quality assurance and performance management principles.
- Analytical problem-solving skills with the ability to utilise data to drive performance improvements.
- High levels of integrity, accountability and commitment to compliance and risk management.
- Experience using contact centre platforms and workforce management tools, including Genesys.
- Experience within travel insurance, general insurance, claims or assistance services.
- Exposure to quality assurance programs, coaching frameworks and performance scorecards.
- Experience supporting recruitment, onboarding and induction programs.
- Relevant qualifications in leadership, business, customer service or a related discipline.

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📌 Team Leader - Sales & Service (Brisbane)
🏢 Europ Assistance Australia and New Zealand
📍 Brisbane