About the role

To support the Contact Centre Team Leader in the day-to-day running of the Sales, Customer Service, and Policy Administration teams. The role helps maintain strong performance, accurate processing, and excellent customer experiences, while providing operational cover and escalation support.

Key responsibilities

- Support daily leadership and coaching across Sales, Customer Service, and Policy Administration to meet targets for service, sales, and processing accuracy.

- Monitor team performance and assist with action plans to improve conversion, service levels, quality, and productivity.

- Allocate and manage daily workflows, including enquiries, leads, renewals, amendments, and policy processing tasks.

- Provide coaching and training to build product knowledge, sales capability, service skills, and policy accuracy.

- Act as the first escalation point for complex customer queries, policy issues, complaints, and system challenges.

- Conduct quality checks on policy documentation, CRM entries, and customer interactions to ensure compliance.

- Assist with onboarding and development of recent and existing team members.

- Support analysis of sales activity and policy workflows, identifying opportunities for improvement.

- Ensure accurate use of CRM and policy systems, maintaining high standards of documentation.

- Provide phone‑based support when required,



helping maintain service levels and modelling best practice.

- Work with internal teams such as underwriting, operations, and marketing to resolve issues and improve processes.

- Communicate updates on products, policies, and procedures to the team.

- Prepare reports and updates for management as needed.

- Support adherence to company policies and procedures across the team.

- Participate in projects, audits, and ad hoc duties as directed.

- Provide operational support and occasional cover for the Contact Centre Team Leader, including assisting with team coordination, escalations and day-to-day operational decisions when required.

About you

- Strong leadership and coaching skills across both sales and policy administration functions

- Customer-focused mindset with excellent communication skills

- High attention to detail and commitment to accuracy

- Strong organisational and time-management abilities

- Proficiency with CRM and policy systems, with the ability to interpret performance data

- Ability to build strong relationships and support the team during high-pressure situations

- Proactive problem-solving skills with a solution-focused approach

- Adaptability and willingness to support change

- Strong verbal and written communication skills

- Ability to coach team members in objection handling, customer engagement, and accurate policy processing

📌 Contact Centre Deputy (2IC) (Tullamarine)
🏢 Petcover Aust
📍 Tullamarine