Job Description

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.

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Key Responsibilities

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

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



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

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