The Role:
As our Sales Team Leader – Pet Insurance, you will lead, inspire, and develop a team of high-performing Sales Consultants within a fast-paced, target-driven contact centre environment.
In this role, you will champion a winning sales culture focused on customer excellence, high conversion and strict compliance. Combining robust commercial acumen with empathetic people leadership, you will coach your team daily, leverage data to drive performance and ensure every pet parent receives an outstanding customer experience.

- Lead & Inspire: Cultivate an engaging, inclusive, and high-energy sales environment that celebrates team wins.
- Coaching & Talent Development: Conduct regular 1-on-1s, side-by-side coaching, call listening sessions and performance reviews to continuously upskill consultants and build bench strength.
- Onboarding & Training: Partner with other members of the leadership team to oversee the seamless onboarding, technical training and early-tenure performance of new team members.

Sales Performance & Operational Delivery

- Drive Business Outcomes: Manage and monitor team performance against key operational metrics.
- Data-Driven Optimisation: Analyse daily, weekly and monthly performance trends to identify coaching opportunities and implement operational improvements.

Customer Excellence & Escalation Management

- Customer Focus: Champion positive customer outcomes, ensuring all sales conversations adhere to fair, transparent and high-quality customer service standards.
- Complex Issue Resolution: Act as an escalation point for complex sales inquiries or escalated customer complaints, resolving issues swiftly, professionally and within regulatory SLAs.

Governance, Compliance & Risk Management

- Regulatory Adherence: Ensure the team operates in full compliance with General Insurance industry regulations (including ASIC/APRA standards, General Insurance Code of Practice, and internal policies).
- Risk Identification: Proactively identify and report operational,



compliance, or conduct risks, ensuring robust internal controls and process adherence across the sales floor.

Knowledge, Skills & Experience:

- Proven Leadership Experience: Demonstrated track record leading, motivating and developing high-performing teams, ideally within an inbound/outbound contact centre or financial services sales environment.
- Sales & Performance Acumen: Experience managing KPIs, using performance data to diagnose gaps and applying coaching frameworks that drive conversion and revenue.
- Insurance / Financial Services Acumen: Sound knowledge of insurance products, sales processes and the associated regulatory/compliance environment (or transferable experience in another regulated sector).
- Communication & Influencing: Outstanding interpersonal, verbal and written communication skills with the ability to build rapport, influence stakeholders, and resolve conflict effectively.
- Problem-Solving & Judgment: Strong analytical thinking, sound judgment and the agility to adapt to changing priorities in a fast-paced setting.
- Location – This role will be based in Kawana.
- 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.
- Paid parental leave - We support our recent parents with paid parental leave and other benefits.
- Workplace giving - If you’re passionate about a cause, then we are too – we offer workplace giving and we’ll dollar match your donations to registered charities.
- Development opportunities - We’re championing your development with internal programs and access to a wide range of online courses.
- Employee discounts - You’ll have access to discounts on Budget Direct insurance products.
- Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes.
- Onsite facilities - There’s excellent end-of-trip facilities on offer and private spaces for nursing mothers.
- Get social

📌 Team Leader Pet Insurance (Sunshine Coast Regional)
🏢 Auto & General
📍 Sunshine Coast Regional